Archives: Blogs

7 Ways to Make your IVR More Customer-Friendly

Customers find an IVR system to be useful because it is faster, available 24*7, better for simple and routine tasks and of course a cost-effective solution. However, despite acknowledging IVR systems to be useful, still many callers prefer to interact with a live agent over the automated self-service machine. The main reasons why users don’t like to interact with an IVR system when trying to connect with brands are: Continue reading “7 Ways to Make your IVR More Customer-Friendly”

How to Track Customer Behaviour Changes with 3 Foolproof Techniques

In today’s digital age, trends and patterns are changing very swiftly, with the dominance of smartphones, tablets, social media and widespread wireless internet accessibility. This is affecting the way we lead our lives. Everything is accessible, available and within reach, all we need to do is click, swipe or touch the screen.

This is also changing the way organizations do business and with that said, it is also impacting and changing customer behaviour rapidly. Customers no longer have the patience to stay on hold or wait to avail a service. Continue reading “How to Track Customer Behaviour Changes with 3 Foolproof Techniques”

The Importance and Role of a Chief Customer Officer in a Contact Center

 No one can diagree that the most important asset of your company is your customers. The very reason why your business exits is to serve your customers to the best of your abilities. Every company should strive to create the best possible customer experience and use that as an opportunity to drive sales growth. Across every vertical, customer satisfaction is the most important aim that is relentlessly pursued and is undoubtedly one of the most important metric when it comes to evaluating performance of a company. Continue reading “The Importance and Role of a Chief Customer Officer in a Contact Center”

Why Startups should Sell to Small Businesses and not Large Enterprises

As soon as a B2B startup is ready with a solution that could benefit customers of different sizes, the biggest mistake it commits is to not develop an effective sales strategy and instead try to sell to wrong customers initially. Startups tend to focus more on big enterprises hoping to generate a lot of revenue, prestige and credibility in the beginning itself. However, this approach can make their path more strenuous as it’s very difficult to close an enterprise deal. Complex, long sales cycles and higher risk due to the fact that enterprises are many times larger than your own company are definitely few of the key reasons why should consider selling to small businesses and not large enterprises. Continue reading “Why Startups should Sell to Small Businesses and not Large Enterprises”

5 Unputdownable Tactics in Customer Acquisition for Startups

As a startup entrepreneur or enthusiast, if you still think that an exceptional product is the only pre-requisite to make big bucks and outshine competitors, I am sorry to that your thought is far from the truth.

Nah, I don’t mean to say that a great product is not required to excel. All I am saying is that many a time, even the greatest product might not propel your startup to greater heights. The present juncture calls for much more than product development. Continue reading “5 Unputdownable Tactics in Customer Acquisition for Startups”

How Interaction Analytics Improve Contact Center Productivity?

It is proven that analytics is one of the most powerful and versatile innovations that have proved to be a blessing for contact centers. At present, interaction analytics is a strong tool used by the managers and supervisors in a contact center for increasing agent productivity, increasing collections operations and sales revenues. Contact centers also use interaction analytics for improving compliance to the best practices, adherence to Fair Debt Collection Practices Act (FDCPA), Telephone Consumer Protection Act (TCPA), improving documentation so that the journey of the customer is optimized across various touch points and contact channels. It also provides a higher targeted, optimized, and efficient customer experience. Continue reading “How Interaction Analytics Improve Contact Center Productivity?”

How Lean Six Sigma Certifications can Improve Contact Center Operations

The primary aim of a contact center is provide top class service to customers. A good contact center always tries to improve the customer experience and solve problems that they might be facing. A contact center also aims to improve customer relationships and provide customized services. Whatever be the role of a contact center, it can suffer if there is no uniformity amongst different processes and no uniform employee training programs to iron out the creases from the operations. Continue reading “How Lean Six Sigma Certifications can Improve Contact Center Operations”

How to Choose the Right Contact Center Technology [Free Whitepaper]

 

We live in a world where organizations do not get a second chance to make a first impression. This is the reason why Contact Centers have stopped being loss leaders, and transformed into mission critical hubs, to ensure short and long term success.

Superior customer engagement has emerged to become a competitive necessity, and customer interactions have never mattered more. It is at the heart of why the fastest growing C-level positions globally now includes ‘Customer Experience’ in the title. Continue reading “How to Choose the Right Contact Center Technology [Free Whitepaper]”

Why Analytics is the New Way Ahead to Better Customer Engagement

 

The everyday evolving customer expectations with brands is increasing with the availability of services at your doorstep. Today’s omnichannel customer service has enabled organizations to capture, consolidate, and analyze interactions. In order to survive the competitive environment and outshine in all respects, brands need to constantly build new strategies and strive towards betterment. Continue reading “Why Analytics is the New Way Ahead to Better Customer Engagement”