On the 23rd of this month, Britain voted to walk out of the European Union (EU) in a historic referendum. The occurrence has received massive attention from all parts of the globe, and has been popularly named – Brexit.
It is a big challenge to manage a contact center well enough so that customer service and productivity are always at very high levels. Real-time monitoring, however, can assist your call center to keep proper track of all the agents so that quality is not compromised at any cost. Being aware of what exactly is happening in your call center is important. The extent to which the agents comply with the processes and the given quality guidelines and also what is communicated between the agents and the customers is highly crucial for getting success in the long-run. Continue reading “5 Key Reasons Why You Need Real-Time Monitoring in Your Call Center”
Providing exceptional customer experience is the only source of sustainable differentiation in the competition to win the tech-savvy generation of customers, and the only way for contact centers to achieve this is through digital transformation. Nowadays, digital technology is affecting everything, including contact centers.
Small businesses are always in search of cost-effective ways to better understand the needs of their customers. They review analytics and compare results to spot performance gaps and identify where they are lacking. While sales numbers and customer satisfaction ratings are important key performance indicators to look for, it is also crucial to consistently observe your customer-facing employees in action. But it is practically impossible to note every minute detail of customer calls and catch every nuance of a conversation. Continue reading “7 Benefits of Call Recordings for Small Businesses”
In order to deliver proper customer support using social media, organizations need to include a variety of fresh support channels. The organizations are also under tremendous pressure for delivering high volume customer satisfaction in real-time.
Voice broadcasting technology has gained wide acceptance across most service delivery firms since the turn of the millennium. It allows a company to cost effectively reach a wide audience in a comparatively short period of time with remarkable success.
In a contact center, speed of delivery of service can make all the difference between success and failure. Since, companies today have a huge CRM or customer database, generating personalized sales pitch and delivering a strong message to each individual separately on the list is a logistical challenge. Even if auto-dialers are used, it would still take time. Continue reading “Key Features and Benefits of Intelligent Voice Broadcasting Technology”
When you think of artificial intelligence, stop thinking disastrous scenarios like Skynet (Terminator) and start thinking about better customer service. Artificial intelligence is ushering in a new era of customer experience management platforms that unite the online and offline experience.
You must have heard the well-established aphorism “Numbers don’t lie.” If you are a contact center manager or supervisor, it is time to shrug off your indifference to data. Even if you have not realized it, it is actually doing more harm than good to your business. A modern contact center, thanks to improved backup and archival capabilities, collects vast amounts of data. But many are skeptical to use proper analytical tools to understand the impact of these numbers and data on their business because of the humongous data volume. But this means that you are losing out on golden opportunities to expand your business. Continue reading “Why is Data One of the Most Useful Contact Center Elements to Improve Productivity?”
Just like customer service, basic telephone skills are important for everyone in an organization. Everyone from the CEO on down – not just customer service representatives and receptionists – needs to know and use good telephone skills. Knowing how to greet a caller and have an effective conversation builds stronger relationships with both internal and external customers. Continue reading “"Top 10 Telephone Skills to be your Customers’ Favorite"”
I am sure you have toiled enough to earn a handsome number of customers for your brand, and these customers will stick with your brand for a long time.
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