There is a profound shift in the way businesses engage with their customers today. Gone are the days when enterprises only focused on delivering a given product or service. It is 2017, and customer engagement is the foremost priority of every business entity. Customer engagement marketing strategy entails the nurturing of communication between patrons and organizations, whether it is via email, chat, social media, mobile, contact center communication etc.
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How Artificial Intelligence Improves Customer Experience In Contact Centers
One of the ways to measure the efficiency of a Contact Center is by taking into account the time it takes to connect a customer to a suitable agent in order to resolve a given issue. Today, enterprises are looking for an alternative to “rule-based decision matrices” (Example- The self-service IVR system that requires a customer to press the dialer to process a query or speak to customer care executive). Overtime, these systems have become redundant and can irritate the customer.The idea is to modernize the existing channels of communication and gain a satisfied customer.
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Contact Center Technology Essentials For Contact Centers
If you’re operating a contact center, you know the importance of contact center technology in improving customer experience. Without the right tools & technology framework to support the contact center infrastructure, your contact center is powerless. Let’s talk a bit more about contact center technology in modern contact centers.
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A Beginner's Guide to Start a Contact Center
No matter what type of contact center you are planning to set up, it is important to remember that setting up a contact center requires a considerable investment of time, money, and effort. Although you would be able to outsource most of the work, managing the contact center setup process can get out of hand if not managed properly.
Continue reading “A Beginner's Guide to Start a Contact Center”Did you know? Superior CX Drives Higher Revenue and Growth For A Business
The aim of every organization is to provide the best customer experience along with employee empowerment. One of the ways of doing this is by focusing on the organizational culture. How does it impact an organization’s success? Let us answer these questions in the initial section. Then, we will move on to see how a Customer Centric organizational culture helps improve the Customer Experience (CX) which in turn drives revenue and growth of an organization.
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Why Companies are Moving From On-Premise to Cloud Contact Centers
Uptil recently, enterprises majorly invested in “legacy” business software model. According to Forrester Research –
“Around two third of the software budgets in 2015 were allocated to to this model”
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Why Indian Companies are Lagging Behind in Customer Experience?
According to Forrester’s –The India Customer Experience Index, 2016, 70% of business and IT decision makers of Indian companies have placed CX a critical priority for their enterprises. In fact, compared to the previous years (2015) finding, the CX index score showed a modest improvement in 2016. Brands performed better, especially those in the domain of wireless service, traditional retail and digital-only retail.
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Contact Center Infrastructure (CCI): What You Should Know Before Setting Up Your Contact Center
If you call a well-managed contact center and speak to a nice & helpful customer support agent, it probably gave you the impression that you were talking to a much larger company. Modern technology has enabled even smaller companies and startups to have their own contact center up and running in hours. But what should you keep in mind before investing in contact center infrastructure? Let’s find out.
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How to Conduct Customer Satisfaction Survey in a Call Center
Whether it’s the e-commerce space, service industry, and product companies, every business is becoming fiercely competitive. Modern customers are not only aware, but any hiccup or bad experience with a given product or service will drive them away from your brand.
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The Art of Customer Service: A Beginner's Guide to Understanding Customer Service
When a customer has a problem with your company’s product or service, who does he contact first? The answer is obvious – customer service. An important part of managing relationships with customers involves a significant bit of customer service due to the ever-rising nature of customer demands. Let’s take a quick dive into the art of customer service.
Often, it is the last thing a customer will remember about your company, regardless of how amazing your product is. After actively investing in a company, customers expect to envision the company in the form of an actual person. This represents your customer service department.
If a company is able to provide excellent customer service, or has experience in delivering great customer service to customers – it makes a serious statement about the company’s level of commitment towards their customers.
