The way mobiles and smartphones are being used in developed as well as emerging economies has been phenomenal. So, much so that now, 90% of smartphone users in India use apps – close to 158 million.
There is no uncertainty in the fact modern day contact centers churn out a massive amount of data. With the number of systems like Interactive Voice Response (IVR), Automatic Call Distributors (ACDs), Computer Telephony Integration (CTI), Customer Relationship Management (CRM), email response management, chat, recording, quality assurance, workforce management, speech analytics, and others, the data that is generated is so huge that the management nearly gets drowned.
Messaging apps have become an integral part of customer communication for brands and is one of the best mediums to offer a more personalized experience, improve customer reach and optimize sales experiences. However, building an effective customer communication through messaging is not an easy task and customer service agents need to struggle a lot as they have to establish a pleasant connection in less than a few minutes. Though you have never met the person on the other end of the conversation and you know nothing about him, you are expected to communicate properly by understanding his needs and wishes. Continue reading “Tips to Improve Messaging Communications for Better Customer Service”
Every business needs a strong and a profound customer base in order to sustain and grow. If your priority list gives your customers low weightage, chances are that your monetary burnout will exceed expectations as you will spend more on customer acquisition over customer retention.
So if your business revolves around IT, Sales, Marketing or Customer Services, this comprehensive study with latest trends and insights can give your business strategy a heads up for the coming challenges. This post highlights some key takeaways from Bluewolf’s annual report on how the best companies use Salesforce. The statistics have been collected from over 110,000 data points from 1700+ Salesforce customers. Continue reading “The State of Salesforce – Trends and Insights (2016 – 2017)”
The almost endless pursuit to bring customers closer to brands has made the world come up with numerous distinctive technological advancements. However, one of them, namely – WebRTC, stands tall among the crowd.
Customer Experience (CX) has traversed quite the distance – from being a buzzword, to being one the most imperative integral parts of almost all business strategies.
The enormous relevance of customer experience has been substantiated by Forrester Research. A study by the firm states that CX assumed the numero uno status in the priority list for business and technology leaders in 2015. Moreover, it stands tall as a critical success factor for all enterprises in 2016.
Companies build contact centers to take care of their customers- to retain the customers they have and acquire new customers to grow their company. Undoubtedly, customer service is the king in a contact center which helps a company achieve the desired bottom line and profit margin. When customers calls are left on hold, kept in a call queue for long, transferred to multiple agents and propelled to provide the basic information again and again, your organization is not only wastes their valuable time but also risks driving apart key customers. Continue reading “7 Ways to Build a Customer-Friendly Contact Center”
When was the last time you taken some time out of your hectic schedule to take a stock of the growth of mobile in India?
If you haven’t, you should totally go through some recent statistics, trends and insights that tech behemoth Google has come up with.
Now, I am sure that all brands and startups require innovation and product development to be at the epitome of their business strategies. However, that does not mean that you shouldn’t keep a tab of the ever-increasing mobile sphere in our country. Continue reading “Mobile Internet 2016 Trends & Insights – What it means for Businesses?”
It’s not always the numbers and innovative ideas that set the most successful entrepreneurs apart. In fact, it’s a set of good habits that put them in a different class altogether. They are not afraid of failing and have a distinguishing drive and determination. They pursue their desires, struggle to the core and don’t give up easily. Their habits are very unconventional and they regularly practice them by making them a part of their daily lives.
Have a glance at some of the unique habits of most effective and successful entrepreneurs and put them to use on a regular basis if you are seeking to become one:
They Begin with Market Need
Anyone can come up with new ideas of a product or service to launch into the market. But there is no guarantee that customers will accept your idea and buy it. It’s better to start with a market need rather than starting with the idea. In that case, you will not have to search for your customers but you will already have a set of customers who are ready to buy your new idea. Great entrepreneurs discover a market need and hence emerge as winners in the end.
They Plan and Follow It
Successful entrepreneurs have a sense of direction and you will always find them setting short-term as well as long-term goals, making distinct lists and foreseeing future obstacles and so on. They tend to map out a solid action plan at each stage and work hard to get their goals accomplished. If something falls apart, they either address it quickly or change the approach. It’s necessary to have a roadmap to achieve what you want.
They Accept their Mistakes
In your journey of doing something big, the possibility of making small or big mistakes is definitely quite high. Entrepreneurs should be able to accept those mistakes and have the ability to learn from them so as to reach new heights.
They Value their Passion more than Money
Strong and outstanding entrepreneurs live their dream of making something useful for their customers. They don’t establish their company with an aim of getting rich. Instead, they serve their customer’s problems with their unique solutions and ideas. They deliver what the customers want and making money is simply a by-product.
They Take Calculated Risks
Entrepreneurs should not get very aggressive in the beginning itself. They must save money by incorporating cost-cutting ideas and should take judicious decisions. Until you know exactly what you need to do and have relevant experience, do not take hasty attempts whether it’s about a marketing initiative or about increasing fixed costs.
They Put their Customers First
Customers are of prime importance and the first priority of every strong entrepreneur. They analyze the need of their customers and fulfil it, thus fabricating a better world for them. They focus on delivering exceptional customer service. After all it takes a lot for a small business to build a customer base and why would you put it at risk at any cost. Entrepreneurs must do what it takes to keep the customer satisfied- deliver top-notch service and build a long-term customer relationship. Customer service is the king these days and you should take care of your customers.
They Always Stay Positive
Maintaining a positive attitude and believing in your core ideals, even at tough times, will enable you to emerge as an effective entrepreneur. One should not give up early and trust his great ideas and concepts. Obstacles are bound to come in your path to success and you must learn to remain optimistic and never lose confidence. Successful entrepreneurs consistently find the positives in every situation and learn from their failures.
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