Even in a Multichannel Environment, Voice Remains the Preferred Channel for All Complex Queries in the Contact Center
In the increasingly transforming omni channel world, we often take the “voice medium” for granted! Especially, when it comes to customer service, we rely more on chatbots, emails and various messaging apps to deliver the right customer experience, while undermining the need for the “human” connection that comes with a voice call. Contact centers need […]
Education Industry and Contact Center Solution
In order to be off the beaten path, Educational institutions are now focussing on the smooth and seamless experience for their applicants. These institutions have many touch points for the applicants across his journey from enquiring about the courses till enrolment. During this period of enquiring about the courses being offered till the admission, prospective […]
NBFC’s can Acquire New Customers & Retain Existing Ones with the Help of Right Technology
Any business can thrive only when there are customers to drive that growth. Irrespective of the industry, organizations all across are embracing new and upcoming technology to stay relevant amidst competition. NBFCs are no different! Non-banking financial institutions are adopting business models to facilitate and launch personalized products to attract potential leads and increasing their […]
Healthcare Organizations Can Improve Patient Experience and Bring in Efficiency in Their System Using A Call Center Software
Presently, the healthcare organizations across the world are facing the challenge to fulfill the expectations of the patients with exceptional services. A simplistic and reliable communication is necessary to maintain an effective interaction between these parties. An advanced omnichannel contact center has proven to be highly effective in meeting the desired industry standards. Hospitals across […]
How To Choose Best Call Center Software Solution For Business
A call center is a facility which is equipped to handle the customer interactions for an organisation. These interactions are broadly termed as inbound & outbound interactions. The channels which are used in these interactions are voice and the digital mediums e.g. email, website chats and social media. These interactions are handled using an automation […]
What is a pacing ratio & how it can increase productivity of a contact center?
In an outbound call center, the calls are dialled using different dialling modes e.g. Progressive, Click to dial & Predictive mode. Each dialling mode is preferred as per the process requirements in a contact center. Most of the good call center software technology providers will have the provision of all these modes in their outbound […]
Integrate Digital Channels with Voice Channel for Providing Seamless Customer Experience
For every successful business, a seamless customer support desk is a priority. Modes of communication in the digitized business environment have evolved rapidly. Business firms, too, are integrating digital channels for voice support to enhance their customer experience. Business firms interact with their customers through various platforms and this is not limited solely through voice […]
Transform your Contact Center with Omni Channel Customer Engagement
Modern day contact centers are increasingly transforming themselves into a radical, dynamic and proactive information base that drives customer engagement. The current buzzword is building omnichannel customer engagement to facilitate better communication, customer retention and delivering superior service. Organizations today are recognizing the critical role of driving customer experiences and winning customer loyalty. Here are […]
Five Ways to Reduce Call Abandon Rates in your Call Center
Okay, so your contact center has been in business for long and you have the best agents who are meticulous and sharp in their work. Still, you have that one persistent issue that hampers the efficacy levels of your work environment which is – call abandonment. How can you counter this problem? Before we seek […]
An Intelligent ACD System Enhances Contact Center’s Performance
An Intelligent ACD System Enhances Contact Center’s Performance Many a time we witness contact centers struggling to keep up with customer call inflow which leads to failure in responding on time and ultimately brings dissatisfied customers. On the other hand, customers are facing a hard time reaching the right agent to resolve an emergency issue. IVR […]
Follow Teckinfo