The capability of a program or a machine to identify phrases or words in a particular spoken language or natural speech and then turn them into a format that can be read by machines is known as speech recognition. Speech Recognition application is used in a call center for handling the incoming calls of the customers. Continue reading “How a Call Center Can Take Advantage of the Speech Recognition Technology”
Why Customer Experience is the Differentiating Factor for Startups
Startups form almost every day in an emerging economy like India, with major uplift from funding, ever changing technology, and to attain a piece of the escalating market share. However, what they often tend to forget is that – it is customers that ultimately decide the fate of startups. No matter how hard we try to ignore it, but the truth is that customer experience is what drives almost all brands.
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Proven Tips and Techniques to Minimize On Hold Time in a Contact Center
Many customers have this perception that getting across a contact center agent is nothing less than a nightmare. Till date, telephone has retained its stature as the most preferred and popular mechanism to offer customer support. When customer support is optimized, it can result in the improvement in sales, customer acquisition and customer retention. Continue reading “Proven Tips and Techniques to Minimize On Hold Time in a Contact Center”
Why Video Chat Can do a World of Good to Contact Centers
In recent times, “Omnichannel engagement” has been grabbing the attention of organizations and contact centers alike. Many brands have implemented Omnichannel concepts in their organizations, but only a few have fully embraced it. Many have failed to optimize the true potential of Omnichannel engagement. However, with the pace of companies introducing new channels of communications (kiosks, sensors) – one particular channel has gained significance in delivering True Omnichannel Customer Experience – Video Chat. Continue reading “Why Video Chat Can do a World of Good to Contact Centers”
The Significance of Knowledge Management Process at Call Centers
Knowledge management or KM, as it is popularly known, has a variety of connotations for various people. A number of organizations look at KM as a procedure to share information critical to its functioning. For many other businesses, KM essentially means the maintenance of documents that allow the technicians and engineers to share data, design and best practices.
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How to Effectively Manage Peak Time in a Call Center
Call centers are bound to experience busy seasons from time to time. Many call centers struggle at their peak times when the call volumes are quite high. However, managing the call center during peak times can be a hugely burdensome job if things are not sorted.
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Difference between Omni-channel and Multi-channel Customer Service
The only thing in today’s fast-paced and digital savvy environment which changes more rapidly than technology is, the terminology used for emphasis and references to technicalities and aspects of technology. Continue reading “Difference between Omni-channel and Multi-channel Customer Service”
8 Key Trends That Will Drive Call Center Outsourcing in 2016
The present day workforce has grown immensely with the rapid rise in technology at every developmental level. It is natural that they would expect a technological shift from traditional working styles to a more flexible and relaxed environment. Customers are also conducting their business on-the-go to keep up with these changing trends.
Quite obviously, organizations are also looking to transform and optimize current call center operations to suit the needs of both employees and customers in order to reap long-term benefits and large profits.
7 Resolutions For CIOs To Take In 2016
There’s a very famous quote by Abraham Lincoln – “Always remember that your own resolution to succeed is more important than any other.” But, in today’s digital age does making resolutions still hold good? Or is it old-fashioned? We believe that making a resolution and living up-to it is a fair and best gift you can promise to yourself.
Three Levels of Call Center Agent Burnout
Call center agents need to go through a lot of stress during their working hours every day. They need to meet the growing customer expectations, adhere to the processes and policies of the organization, meet the performance metrics and give their best for meeting the stringent requirements imposed by the management. It is because of all these factors that call center agents find their work quite taxing, as well as, stressful from time to time. In fact, many experts rank job at a call center as one of world’s most stressful jobs. Continue reading “Three Levels of Call Center Agent Burnout”
