Contact centers deal with customers each and every minute. Factors like agent performance during each call, customer response to agent, whether sale/collection has been made, how many sales/collections are made per hour, how many calls answered, rejected, or cut abruptly, etc., are important to measure the overall business efficiency and productivity. These are just a few factors and analyzing them is not an easy task. Imagine analyzing each and every minute of a call center in that case!
On its path to success and global recognition, Drishti-Soft has won many awards and honors highlighting the fact that our all-in-one solution, AMEYO, is among the best CIM solutions. The latest award to come our way is the Deloitte Technology Fast 50 India 2013 award. The Deloitte Technology Fast 50 India program annually recognizes the 50 fastest-growing technology companies based on percentage revenue growth over the last three financial years.
Quality monitoring helps agents learn from best practices and improve communications to deliver greater customer satisfaction.
In contact centers, quality monitoring ensures that the calls are informative, to the point, and do not waste the customer’s time. To achieve all these is tough and requires a mix of agent experience, innovative leadership strategies, and a robust technology solution to create successful interactions. Communications in a contact center have to serve customer successfully and supervisors are given the job of ensuring this. Continue reading “Best Quality Monitoring Tools in Contact Centers”
Employees need vacations to come back to work fresh and full of ideas.
When one talks about work, it is serious. People discuss the highs and lows of their jobs with friends, family, colleagues, and sometimes even strangers while networking socially or professionally. A manager walks the tightrope of keeping employees happy while delivering business targets. Achieving a balance is tough and takes a lot of practice and learning from mistakes. How do you keep everyone happy?
E-commerce provides the comfort of shopping from home with huge discounts, so a robust software will help the agents service customers well and boost revenue.
Commerce online is booming with no sign of stopping. Even developing countries in Asia and Africa are turning to e-commerce websites to purchase products. They are looking for an experience which makes their lives comfortable by selling different products on one website. Sitting at home/office and shopping for essentials like groceries, clothing, home appliances, electronics, etc., saves people a lot of time and effort. It seems that the Internet does have all the answers to life’s problems.
The hotel industry has great examples of how to satisfy customers that will keep them loyal and use more products from your business.
Hotels around the world know that their patrons expect the most exceptional service for the price they have paid. In this regard, each hotel strives to offer a one-of-a-kind experience to all its customers so that they come back to the same hotel in the future. Good service always pays because customers who are satisfied and happy with the service will recommend the hotel to their friends and family. They will in fact, argue in favor of the point that the more they pay, the better the service they receive. If this is not a sound strategy to increase revenue, what else is there?
Great customer service will ensure long standing customer loyalty to your brand.
In the consumer electronics industry, the companies are striving to be better and better with each product and innovation. What differentiates the giants from the others is the importance they give to their product. The longevity of the products and the enhancement in lifestyle it gives to the customer are the main factors which influence consumer sentiment. However, customer loyalty is fickle in this sector. Winning is tough, even for the big companies.
An HR outsourcer seeks to build successful relations between companies and employees by hiring the right fit.
Human resources are a basic feature of any organization. As an organization is made of people, the success of the organization is directly proportional to the success of its employees. The fast growth of a business necessitates a more structured and managed organization. But how do you ensure that the people you hire are the best in the market?
For better interaction, a robust CTI ensures agent has all information to successfully serve customers.
Often times, there are calls that leave us speechless. “Congratulations! You’ve won a million dollars!†is a message that will lead to at least a minute’s worth of silence. Or when you have eaten the last cookie in the jar and your mother asks who ate it, you take a minute to decide who to point the finger at. Speechlessness, it would seem, is the natural response when humans are taken unawares.
A recent Tweet connected me to Ashley Verrill. Ashley is a market analyst at Software Advice and has spent the last six years reporting and writing business news and strategy features. This was a fantastic opportunity to pick her brain on contact center technology and trends. With her unique perspective on the operation of contact centers and software, Ashley agreed to an e-mail interview and shed some great insight for businesses to learn from.
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