Small business owners are always in a hurry to grow sales. They try out various sales and marketing strategies to propagate sales as fast as possible. However, it is equally important to measure the effectiveness of your activities and the efficiency of your sales process. Because without immediate and measurable feedback, it will not be possible to understand what’s working and what’s not. Continue reading “5 Essential Sales Metrics for Small Businesses”
Queuing is a widely used concept that is an integral part of inbound contact centers. An ACD or Automatic Call Distributor is used by the call centers for distribution of incoming calls to particular agents or resources, ACD can hold the incoming calls in FIFO (Fast In First Out) sequence until an agent is free to attend a call. From the perspective of a caller, if there was no virtual queuing available, they would have only two options available to them; wait till the time an agent is available or hang up/abandon the call and try calling back later. As far as a call center is concerned, a long queue would mean several abandoned calls, customer dissatisfaction and repeat attempts on the part of the customers.
Continue reading “Queuing Theory and Erlang Distribution Explained from a Call Center Perspective”
Do you remember the last time you ended up having a poor experience with a brand? How many times did you have a positive experience with the brand in the first go?
The success of an organization totally revolves around the kind of customer service they have been providing during purchase and after sales service to create great user experience. The customer tends to demand more as they get familiar with a brand. So, it is the responsibility of the customer service department to provide an extraordinary experience to boost up their repeat sales. Continue reading “Why Great Customer Service is the Way Ahead for Business Success [Infographic]”
Cloud computing is computing based on the internet that, on demand provides data and processing resources which are shared. This model allows users, applications, and so on to use resources from a shared pool of computing resources that are configurable, for example – servers, applications, storage, networks, and services. Cloud computing allows users to process and store data in third party data centers.
Continue reading “The Importance of PaaS (Platform-as-a-Service) to Cloud Contact Centers”
ASA or Average Speed of Answer is a KPI (Key Performance Indicator) that is usually used by call center managers to assess the efficiency and performance of their teams along with the magnitude of accessibility for their callers. Though, there is no doubt that it is one of the most popular call center performance metrics, it can be also be tough for some to interpret.
Contact center managers should have a thorough understanding of what ASA actually is so that they can interpret it successfully. It is also important for them to measure KPI properly and appreciate the impact of a high ASA on the call center in its entirety, along with its agents and customers. Continue reading “Why is ASA (Average Speed of Answer) Considered Difficult to Interpret?”
Data and cyber security issues are real and staggering.
No one on this planet can turn a blind eye to it anymore.
You know the aforementioned statements make complete sense when one of the top tech tycoons, Michael Dell has this to say – “ When you ask people about their biggest worry these days, their biggest unmet need, cyber-security is at the top of the list.” Continue reading “How to Ensure Customer Data Protection in Testing Times”
Today’s generation of customers are tech savvy, digitally aware and have great expectations. They expect a similar behavior from your company, brand and the associated customer support, like in a contact center. They want everything at their disposal, right now and instantly. Continue reading “The Era of Mobile Customer Service – Why Should You Consider it?”
Today’s modern and tech-savvy consumers are becoming increasingly meticulous and expect a tailored, personalized shopping experience. They wish to be able to shop anywhere, at any time and from any location. If you are not meeting these expectations, you tend to lose market share. One of the key components to win new customers and stay ahead is to adopt omnichannel strategy. As customers demand a consistent experience across channels and expect everything to be readily available at his fingertips, going omnichannel is the only way to lure customers and exceed their expectations. Continue reading “5 Signs your Omnichannel Customer Experience Strategy Sucks”
CLV or Customer Lifetime Value is one of the least popular and yet one of the most critical metrics in a contact center for providing great customer service. CLV is helpful for quantification of the total value provided by a customer to an organization.
Continue reading “What is CLV (Customer Lifetime Value) and How is it Calculated?”
‘Ease of starting a new business’ seems to the pet theme of the Indian government for quite some time now. While this year’s budget have provided a new lease of life to startups and small businesses, all eyes are now fixed on the monsoon session of the Parliament that will start from the 18th of this month.
Why – you ask? Continue reading “Why Most Startups are Waiting with Bated Breath for GST”
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