Do you know about leading management consulting firm – McKinsey’s top predictions for the coming years? Among other things, it has stated that Cloud Telephony will be the next enterprise software that businesses will invest in after purchasing a CRM. This statement speaks volumes about the future of Cloud and cloud based call center software.
In one of our earlier blogs, we told you all about Cloud Telephony and how startups can take advantage of it to augment their business. Put simply, it is a data communications technology in which all the communication applications are maintained and hosted by the service provider.
A contact center has many key components, just like any other business. Most of these components have a direct impact/influence on the business. Recognizing and optimizing these components can contribute to the overall success of a contact center. Following are six key components that you may focus on to improve the efficiency of your contact center. Continue reading “6 Key Components That Can Influence the Functioning of a Contact Center”
If you want to have something, gain new heights like you have never had, you need to do something you have never done. This is a simple statement, yet too dynamic to implement. And if you look closely, you will truly appreciate it. If we talk about having ‘happy customers’, we simply cannot undermine the importance of giving them great service. Continue reading “Will Chat and Messaging soon take over Phone in Customer Service?”
“I hate talking to call center executives”; “Can’t I just get my work done without interacting with contact center reps?” These are some of the most common statements you are likely to hear from irate customers around the world.
Moreover, the average cost of an inbound call is $5.90. Multiply this amount with around 45 billion calls, (yes, that’s the number of calls made by call centers per year) and there you go – billions of money spent on calls! So, have you given a fair bit of thought – Why call centers and phone support still exist in this world? Continue reading “Why Call Centers & Phone Support are far from Being Dead [Infographic]”
Keeping customers completely satisfied all the time is something almost every company strives for, but there are times when the best laid plans go wrong. It’s how you handle the feedback, that can make or break your equation with a client. With a more public objection on open forums or social media, it becomes imperative that you handle the situation with grace and finesse.
A false step could give your brand a beating and cost you prospective customers also. The good news is that with a little foresight and a proper process for dealing with negative customer feedback, objections, or complaints, you will be able to take control of the situation and emerge stronger. Continue reading “Handling Customer Complaints Gracefully, and Effectively”
The only thing worse than losing your employees after training them is not training them and keeping them. This is perhaps the most cliched statement you will ever come across said by any call center manager. Isn’t it? Yes, it is. Continue reading “What if Your Worst Customer Service Nightmares Were True?”
The modern day business is all about superior engagement with customers and enriching customer experience. The world has traversed a mammoth expanse to bring customers closer to brands – from a time where customers had no option but to consume whatever they were offered, to the present day where customers have taken centre stage of business strategies.
The incessant pursuit to bridge the gap between customers and brands has led organizations to develop almost endless tools, features and processes. However, since last year one technology surely stands out as a shimmering light to upgrade customer experience, namely – WebRTC (Web Real Time Communication).
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