One of the most challenging things for startups is to successfully design their sales process. Many startups vanish before they close their first sale. This is because they don’t have a well-defined and systematic approach to earn customers. Startups must establish a structured and methodical sales process to get business and assure predictable results. Continue reading “6 Steps to Establish the First Sales Process for your Startup”
Why Contact Center Leaders Should Master Business Intelligence and Analytics?
When you take a high-level view, the concepts of business analytics and intelligence appear to be quite similar to each other. In several scenarios, both these ideas are even used interchangeably. However, for all those organizations that are dependent on contact center operations, it is vital that the managers appreciate the differences between the two concepts and become skilled in their interconnected nature for their distinct elements.
There are ways in which contact center managers can combine business analytics, as well as intelligence to attain the best possible outputs. Continue reading “Why Contact Center Leaders Should Master Business Intelligence and Analytics?”
The Top Five Obstacles to Customer Centricity
This blog is based on the early results of research undertaken by Peter Lavers on customer centricity.
Participants are asked to tell us what, if anything, they are pulling their hair out over when it comes to customer centricity.
There are 10 statements to agree or disagree with that could relate to the issues faced. Respondents are asked how well each statement describes their business, and the top five most agreed with are: Continue reading “The Top Five Obstacles to Customer Centricity”
5 Reasons Selling to Wrong Customers can be Deadly for Startups
It is always tempting for any startup to sign on as many customers as possible in order to gain rapid growth. Startups get caught up in the excitement of sales as they are under tremendous pressure to grow quickly and close every sale possible. Sometimes, they are short-term focused, emphasize on immediate growth and end up selling to customers who are not a great fit. But, getting the wrong customers on board will not help in the long term success of the company. Wrong customers turn out to be unhappy and will also kill your business. Failing to sell to the right audience will eventually add to high rates of churn. Continue reading “5 Reasons Selling to Wrong Customers can be Deadly for Startups”
3 Significant Merits of a Cloud-based Call Recording Solution
Today, many contact centers have realized the importance of call recording. Most importantly, it is a big help in training the agents and can also make the process of hiring and recruitment simpler. Moreover, it can also help in measuring agent productivity and can locate the exact problems in call center operations, when used in conjunction with analytics. It can also help in protecting a business from liability.
Continue reading “3 Significant Merits of a Cloud-based Call Recording Solution”
What The Future Holds for AI(Artificial Intelligence) and Contact Centers
It was in late seventies that the first contact center emerged in the form of a brand new entrepreneurial venture. Since then, there has certainly been a steady ascent with respect to the technical advancements in the contact center industry.
AI or Artificial Intelligence can be undoubtedly regarded as a revolution in the field of contact center sector. It can be defined as the capability of a machine to perform with the same expertise as that of a human expert. Continue reading “What The Future Holds for AI(Artificial Intelligence) and Contact Centers”
The Science Behind Chatbots Being a Mammoth Opportunity
Humans as a race don’t accept changes instantaneously, it takes time for people to understand and adapt to changes in any environment.
With almost breathtaking swiftness and tectonic shifts in the technological space, we humans are left with little choice but to become accustomed to those changes. However, things are bright rather than being gloomy, in spite of the incessant changes.
In recent times, one such striking change has been observed in human behaviour on the web is in the area of messenger apps. Since the second quarter of 2015, people have been using messenger apps more than social networks. So, the next time someone shows cynicism towards messenger apps or chatbots, you know which figure to point out. Continue reading “The Science Behind Chatbots Being a Mammoth Opportunity”
Security Solutions to Protect Customer Data in a Contact Center
There is no denying the fact that there is cut-throat competition among all organizations to manage sophisticated contact center operations for meeting their sales targets and the demands of customer service. Though contact center operations are quite effective, these passing years have seen the platform evolve drastically but also exposing the system to a variety of security risks. Some of these security risks can undermine data propriety considerably along with an organization’s business information.
Continue reading “Security Solutions to Protect Customer Data in a Contact Center”
5 Ways to Create Personalised Customer Experience
“Most of your competition spends their days looking forward to those rare moments when everything goes right. Imagine how much leverage you have if you spend your time maximizing those common moments when it doesn’t.” – Seth Godin
Your consumers are statistics, your customers are people. They are not robots. They have good days and bad days, just like you do. So, when you ask a wide group of people that what brings them to you, to do business with your brand, their answers would majorly revolve around high quality ‘customer experience’. Continue reading “5 Ways to Create Personalised Customer Experience”
The Relevance of Omnichannel Capabilities in the Mobile Context
A latest buzz with respect to the functioning of contact centers is the “Omnichannel” interaction. Though many owners of business are aware that it is an important aspect for them to implement in their contact centers, there are still quite a few who are yet to appreciate its capabilities. Therefore, they could even be losing their valuable customers because of this reason. What is even worse is that there are businesses who claim that they are offering Omnichannel capabilities without even fully realising the meaning.
Continue reading “The Relevance of Omnichannel Capabilities in the Mobile Context”
