Evaluating a Predictive Dialer
A Predictive Dialer is a Contact Center Solution, which automatically dials the phone numbers available in pre-uploaded contact list and connects live callers to an available Call Center Agent. With the help of a sophisticated algorithm and statistical data, Predictive Dialer is able to identify the calling patterns, predict availability of agents and accordingly dial […]
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Challenges of a Contact Center Handling Multi-channel Customer Interactions
There was a time when firms knew their customers by their first names and handling customer interactions was as routine as checking inventory. There was one-to-one customer service and that was the only known way of interacting with a customer. Today, the situation has evolved with the emergence of multiple channels of interaction. While multiple […]
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