From what I have been told, an inbound call isToll free numbers one when a customer initiates a call to a call center or contact center. A help desk also handles inbound calls, although outbound calls can also be made by the employees to the customers.
However, have you given a fair bit of thought as to what are the various types of business phone numbers that are in prevalence these days when a customer wants to initiate a call?
Your call center goes back to its usual pace post the extremely hectic and challenging holiday season. You return the employees to their regular operational hours. Any temporary staff hired during the busy period gets slashed.
It is easy to form an opinion. But, what’s easier than everything else is – to form misconceptions. And if we talk in terms of industry layouts, customer service misconceptions are the most challenging, uphill tasks which any call center rep must aim to avoid at any cost. Continue reading “Unravel The Most Common Customer Service Misconceptions”
It becomes increasingly difficult to track and manage something for improvement, if you cannot measure it. This is especially true and prominent in case of contact centers; without call center metrics there would be no way to keep record of productivity, overall work improvement and if other KPI’s are met or not. Continue reading “Top 10 Call Center Metrics For Your Contact Center”
Call center occupancy is one of the key metrics that is often confused with an agent’s productivity. Essentially, It is the percentage of time that an agent actually spend handling incoming calls against the available or idle time, which is determined by dividing workload hours by staff hours. Agents can achieve 100% occupancy rate, but it may not stand true for agents productivity.
“Customer experience is the next competitive battleground. It’s where business is going to be won or lost”, Jerry Gregoire, former CIO-Dell, once remarked. Companies that are following the millennial culture have shifted their focal point from making mere sales to offering the customer experience that is not just best, but legendary.
As the founder of a startup, you might be surprised as to how things have changed in your establishment since the day you started. The complexity of operations, the overwhelming inflow of customers, and the investment on tools and softwares to manage the now large customer base. Well, now it is time to ditch those training wheels that make you look like an amateur and upgrade your startup. Continue reading “7 Reasons why your Startup should invest in a Contact Center Software”
Have you heard that famous ‘Coldplay’ song – Fix You? You probably have. What makes that song so spectacular and leaves a lasting impression? Is it the tune, the piano, the drums, the beats? What is it? Well, it is all of it, but the lyrics! Oh my God! The lyrics are just too good to be true. It is one song you can listen to when you are happy and when you are not. But, what makes it a forever song? It’s touch. The empathy it has for the listener. It tells you how everything is not great, I know. I have felt it. It tells you how I will fix it, fix you. You see, that’s empathy. Continue reading “How to Deploy Customer Service Empathy to Fix Their Spirit”
Sure, you have come a long way to set up your business and now customers are pouring in. Sooner than you realise, you will require fully functional contact center software to support the customers.
From the way we see it, you have two choices – either you set up your contact center once you have created an adequate customer base, or you can opt to do so beforehand, so that you are prepared for customer support. Continue reading “7 Contact Center Software Features to Improve Customer Support”
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