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Your Call Is Important to Us, But How May I Disconnect You?
…minutes to register my request. This is my experience of trying to reach agents at seemingly large companies focusing on customer experience. What Ails the Call Centers? After all, their…
Read moreHow Do You Offer Tailormade Services to Your BFSI Customers?
…housekeeping issues and put them aside. For instance, about 60% of the queries are non-complex transactional queries that organizations receive. So, move them aside by automating them using self-service and…
Read moreWorkforce Optimization and Workforce Management in Contact Center – For Efficient Operations
…focus areas like compliance and performance supported by insight-driven dashboards at the call center, group, or agent level Cover the contact center compliance obligations – should a flag be triggered,…
Read moreCustomer Scenarios – 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 moreAutomatic Call Distribution (ACD) – The Key to Call Center Efficiency!
…should definitely opt for a platform with Automatic Call Distribution (ACD) system. What Is an ACD? ACD is the backbone of a call center communications process. It answers incoming calls…
Read moreSitemap
…Cloud Contact Center Solutions Integrations Salesforce Zoho Industry Banking Insurance Healthcare Business Process Outsourcing (BPO) Debt Collections eCommerce Automotive Compliance Natural Language Compliance (NLC) Natural Language Processing (NLP) Trai’s New…
Read moreSticky Agent – How Does It Help to Build Better Customer Relationships?
…that can be moved to self-service and communicate those upfront to the customers they are in touch with. Besides, you can continue to route high-value relationships and complex queries to…
Read moreMaking Your Call Center Humane
…another task for them to be completed and they completed it and moved on. Let us flip this conversation a bit. Me: Hello, my name is Krishnan and I would…
Read moreWhat Wouldn’t Change in the Next Five Years?
…expectations regarding resolution times and issue resolution. Conduct surveys, analyze customer complaints, and review past interactions to identify common pain points. 2. Set Clear Serie Level Agreements (SLAs) SLAs are…
Read moreElevating Customer Experience: The Technology Way
…the difference, allowing customers a more seamless communication experience with human agents and virtual assistants. Combining the above mentioned technologies will ultimately give consumers a better experience and improve CX….
Read moreHow Do You Choose the Best CCaaS Provider?
Expert Market Research (EMR) has estimated the market size of CCaaS to be worth US $4.9 billion in 2022. It is forecasted to grow at a CAGR of 16.60%, and…
Read moreEngage Your Customers at Every Step of Their Buying Journey!
…How Do You Know What Is a Trendy Gift? This is where analytics come into play that allows you to pick and choose what is in vogue when it comes…
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