call center software

remote-contact-center-in-post-covid-era

How to Choose the Best Remote Contact Center Solution in the Post-COVID Era?

There is a lot of uncertainty in the world today due to the COVID-19 (Coronavirus) pandemic. Businesses were forced into lockdown and it became chaotic for the world to set up a remote contact center instantly. With the lockdown imposition, agents were restricted to working from home and as faced by many businesses, infrastructural preparedness …

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omnichannel-vs-multichannel-whats-best-for-your-business

Omnichannel Vs Multichannel Contact Center: What’s best for your Business?

Customer support can make or break a brand’s relationship with their customers. With such stiff competition the companies cannot afford to be lousy about the their customer service experience as the market has evolved with the advancement in technology What is a Multi-channel Contact Center? When a contact center offers more than two channels for …

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call-center-reports

Top 5 Contact Center Reports Supervisors Must Look At

Call centers have been around for a long time now and have gained even more importance in recent times since the businesses are increasingly going online. Call centers or contact centers are extensively used by businesses today to manage their customer service process. With businesses increasingly moving from legacy models to modern contact centers, they …

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7 effective strategies to improve agent productivity

How to Improve Agent Productivity – 7 Effective Strategies

Call centers are inherently seen as cost centers – cost of a lead, cost of conversion, cost of workforce, etc. As a result, BPO is a highly competitive sector with its own share of challenges (also read: Solving the Most Common Operational Call Center Problems) Agents are the foundation of a call center. And maintaining …

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solving-operational-call-center-problems

Solving the Most Common Operational Call Center Problems

Next in my series of Solving the most common Call Center Problems (also read Solving the Most Common IT Call Center Problems) ​is the Operations Team’s perspective. Once the IT department has looked at the feasibility of the call center software, the operations team’s job starts. These are the people on the ground, the ones …

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zambia-zimbabwe-conversations19

Conversations’19 Tour Reaches Zambia and Zimbabwe

We have been on a world tour with our Global Event Series – “Conversation’19 – The Ultimate Customer Engagement Event.” After our earlier success in Kenya and Ghana during the first leg of the event in the African continent, we were back at Zambia and Zimbabwe to extend this ‘conversation’ further while opening up new …

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