If one goes around asking CEOs of small businesses, about one of the major challenges they face in the initial phases of setting up their brand – the answer from most would certainly revolve around ‘manpower’.
It is an established fact that nearly all small businesses don’t possess the liberty to hire multiple employees to answer calls from prospects and customers, all day long. This is specifically where majority of small businesses are moving towards Interactive Voice Response system (IVRs).
A good call center software is essential for the overall functions of your call center. It will not only help your agents to function more efficiently and effectively but will also help to make the whole process better. Implementing a CRM (Customer Relationship Management) software in your call center will provide your agents access to updated customer and product information that will help them to make the right decisions on a call. Continue reading “Five Reasons to Invest in a Call Center Software Today”
You are most alive when you are in love. This liveliness reflects in everything you do, you say, and everywhere you are. Your office and your work station is no exception. Likewise, your customers shouldn’t be exceptions. On this Valentine’s Day, try to give your customers, the best customer service there is. Continue reading “7 Ways to Be Your Customer’s Valentine and Excel at Customer Service”
Reducing the cost-per-call without affecting the customer service quality can be a real challenge, but it can be done with careful planning and effective implementation. This will help to reduce your call center operational cost to a great extent. Cost-per-call is calculated by taking the total cost associated with handling all calls during a set time frame. It is a Key Performance Indicator (KPI) that can be used to analyze your call center efficiency.
Customer loyalty is considered the lifeline for any business, yet businesses often focus the spotlight on sales. They choose to run after acquiring customers rather than retaining the existing ones. However, it has been proved that it costs 5 times more to acquire a new customer than to retain an old one. Loyal customers will surely spread a good word about the brand and thereby provide a great boost to the revenues.
“Cloud” has been the new kid in the block for quite a few years now, and it will continue to be so. Cloud technology has radically transformed the communications realm with data and voice-centered hosted services. It is one such communication technology that is born from cloud after the insurgence and evolution of VoIP (Voice over Internet Protocol) in the communications environment. Continue reading “What is Cloud Telephony?”
Gamification is not a fancy word anymore. It has come a long way from being an ‘over-hyped and hypothetical strategy’ to actually come alive. It is now being used in major aspects of all industries. ‘Call center Gamification’ is no exception to the trend, with higher agent engagements.
Having the correct software simplifies work in multiple ways, especially, when it comes to complex functions such as sales and support. These functions require management of large volume of data, simultaneously. It is for this reason that a call center too can benefit hugely from customer service and support software. Continue reading “Customer Support Software for your Call Center”
Audit is one word which can give any business owner sleepless nights. Especially, when we talk about ‘call centre audits’. In a typically run call center, the variables involved are way too many. There will always be a black swan scenario happening every now and then.
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