The last week of June will witness two thousand of the most hungry, and accomplished customer experience executives along with numerous call centers gather in Los Angeles for the 17th Annual Call Center Week (CCW). Just a fortnight prior to that, these executives and contact centers will log in at CCW online to pursue an EP3 experience. More importantly, in order to do so, they need not move away from their systems or make payments.
The IoT or Internet of Things is a network of various electronic objects embedded with special hardware and software that allows them to interact with a common node and be remotely controlled in turn. IoT gives the devices the capability to data transfer across a network without any need for human-to-computer or human-to-human interaction.
There was a time when you could run a call center with as much technology as you could fit inside one or two tin boxes. Then came a stage when software-based solutions became popular in a contact center. Today, with the tremendous advancements in technology, call center solutions are available on-premise or through cloud computing environment.
Over the years, the Indian startup landscape has witnessed immense growth. India is experiencing innovation like never before and has become a breeding ground for start-ups. From cab companies, food delivery services to e-commerce, these businesses are rampantly growing. According to a Nasscom India Startup Report, India has provided a conducive ecosystem for the startups to thrive and has moved up to the third position with the fastest-growing base of startups across the world. Continue reading “10 Reasons Indian Startups must Adopt Cloud Telephony Services”
Companies today bank on telephony technology for cold-calling, inside sales, and customer support delivery. But how many organizations implement the right technology for their calling purposes? The count is surprising low. Many settle for manual dialing machines, where a representative has to literally punch in the numbers to call. Most of the calls land up in the answering machine, a few are engaged and a few numbers are unavailable/dead. After all the struggle the rep/agent goes through in dialing the right digits (assuming that (s)he always does), how many productive calls do you think s(he) can make in a single day?
But what if I tell you, there is one dialer technology that can solve all these problems and more. Predictive Dialers. Predictive dialers have been in the market for quite a few years, but only a handful of companies employ this new-gen technology for powering their calling process. Continue reading “Major Benefits of Predictive Dialers You Can't Afford To Ignore”
Startups in India have been given considerable boost in the past couple of years, with ‘Startup India’ and ‘Make In India’ programs by the government. Moreover, this year’s Budget has provided sufficient sops in terms of ease of doing business, taxation, and access to capital for startups and small businesses.
In case you belong to the customer service industry, the terms “multichannel” and “omnichannel” will not be foreign to you. These two terms are synonymous while anyone discusses customer experience. However, since these buzzwords are relatively new in the contact center industry, they are frequently used interchangeably leading to confusion and chaos. When you understand and examine these terms in a better manner, more clarity can be achieved on how they have a deep impact in creating a positive customer experience. Continue reading “The Omnichannel Evolution in Cloud Contact Centers”
There’s a thing with technology – you can run from it; you can hide; but you can’t escape it. What it promises us is so stunning and captivating, who would not want to be associated with it.
If you have been a part of day-to-day chores at a call center, you would know how difficult it can be sometimes to deal with over-whelming customer emotions, suggestions, feedbacks, wrath, and in rare occasions – appreciation. Continue reading “How Computer Telephony Integration (CTI) Can Breathe Life Back in Call Centers”
How much value do you provide to your customers? Are customers just the source of earning for your business? On a daily basis customer service departments interact with many people. These people have either faced a poor experience with your brand or they need some kind of support to make their lifecycle worthwhile. Continue reading “A Quick Walk-Through the 6 Stages of Customer Lifecycle”
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