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Your Call Is Important to Us, But How May I Disconnect You?
…channel the question comes through – you’d be directed to the right agent with the necessary skills to address your need. It would address scheduling, forecasting, and adherence and ensure…
Read moreHow Do You Measure Your Inbound Contact Centerβs Efficiency?
…most important metric is the cost per call for every inbound activity. Let us take an example scenario. You have 100 agents – each handling 60 calls per day with…
Read moreEnhancing Customer Experience: An In-Depth Look at Call Queuing and Management
…Experience IVR Customization: Customize IVR menus to provide callers with options tailored to their needs. For example, a tech company might offer different menus for software support, hardware issues, and…
Read moreHow to Ensure a Consistent Customer Experience Across the Entire Customer Journey?
Offline and online have merged in today’s world, and contactless is the order of the day – our landscape for servicing the consumer could not be more complex. When you…
Read moreShould You Explore Artificial Intelligence for Customer Service?
…based on your customer’s needs and wants. The most common examples are chatbots and virtual assistants, which can handle nearly 90% of your customer needs. With generative AI, Natural Language…
Read moreWhat Is Customer Loyalty and How to Build It?
…come up with innovative ways to communicate constantly with your customers. Show each customer how valuable they are to the brand by creating an experience that caters to their specific…
Read moreCan Business Intelligence in Banking Grow Its Business?
Let us assume that you are an outbound contact center looking at identifying opportunities for your banking products. You have two types of customers – internal customers who are already…
Read moreHow Do You Implement Effective 24-Hour Customer Care?
…your account balance, cheque clearance status, loan processing status, etc. Identify Complicated Problems See if you can do self-help videos for complicated configuration issues with your product. Customers will love…
Read moreCustomer Scenarios β How Would You Deal With an Angry Customers?
…the complaint, and he hands me a complaint number and tells me the SLA is 72 hours. Besides, he didn’t tell me that he would block my card immediately and…
Read moreIs It Time for You to Upgrade Your Contact Center Technology?
…as 90% of the queries are transactional and can be addressed by these channels. This would free up your agents’ time to address complex customer queries, reducing the customer wait…
Read moreHas Customer Experience (CX) Found a Seat in the Boardroom?
…she was free to give the boots away instead of returning them. And after the call, I felt moved to send her some flowers – just one of the 380…
Read moreElevating Customer Experience: The Technology Way
…would throw up a lot of intelligence – reasons for customer dissatisfaction, mis selling, and compliance issues. All of these would help you structure your agent training to address and…
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