Did you know that your customers are easily frustrated when the sales reps aren’t available?
Technology has changed the way people book an appointment with doctors or order their food online, thanks to automation tools that Contact Centers are able to deliver what their customers demand. Millennial believe in finding solutions to their problems in a smart way and automation allows the space to get a grasp of these solutions.
Kamna Datt, on Wed, Apr 18, 2018
4 Min Read
Since the early 2000s, the economy of Bangladesh has consistently grown at an annual pace of 6%. There is a massive growth and improvement in different sectors -education, health and manufacturing. In fact, as per a PwC report, the country is expected to become 28th largest economy in the world by 2030. These predictions is closely associated with the growth in the job market.
Mansi Bhatia, on Tue, Nov 28, 2017
5 Min Read
There has been plenty of hype around experience - User and Customer in the business circuit. More so in today’s digital age. These are the times of omnichannel experience. The business-customer interactions have evolved and are no more limited to just a call or an email. Now, everything is available on either a website, mobile or social media. Unlike in the past, customers today are well informed and a lot more empowered. Keeping up with that, brands are also working on delivering a holistic experience for both, their employees and the customers.
The travel and tourism (T&T) industry has steadily grown over the past few years. The world has become a global village. The improving economic conditions (per capita income), awareness about maintaining a work life balance, increasing business travel, etc. are some of the factors contributing to this change. This is just the beginning. According to World Travel and Tourism Council report, by 2027, Travel & Tourism GDP is expected to account for 11.4% of global GDP and global visitor exports are expected to account for 7.1% of total global exports.
Mansi Bhatia, on Fri, Oct 6, 2017
7 Min Read
One of the ways to measure the efficiency of a Contact Center is by taking into account the time it takes to connect a customer to a suitable agent in order to resolve a given issue. Today, enterprises are looking for an alternative to “rule-based decision matrices” (Example- The self-service IVR system that requires a customer to press the dialer to process a query or speak to customer care executive). Overtime, these systems have become redundant and can irritate the customer.The idea is to modernize the existing channels of communication and gain a satisfied customer.
Nitish Gautam, on Thu, Oct 5, 2017
6 Min Read
If you're operating a contact center, you know the importance of contact center technology in improving customer experience. Without the right tools & technology framework to support the contact center infrastructure, your contact center is powerless. Let's talk a bit more about contact center technology in modern contact centers.
No matter what type of contact center you are planning to set up, it is important to remember that setting up a contact center requires a considerable investment of time, money and effort. Although you would be able to outsource most of the work, managing the contact center set up process can get out of hand if not managed properly.
Nitish Gautam, on Wed, Sep 20, 2017
7 Min Read
If you call a well-managed contact center and speak to a nice & helpful customer support agent, it probably gave you the impression that you were talking to much larger company. Modern technology has enabled even smaller companies and startups to have their own contact center up and running in hours. But what should you keep in mind before investing in contact center infrastructure? Let’s find out.