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 […]
Role & Benefits of Live Chat in a Contact Center
With increasingly evolving technology, we are witnessing rising customer expectations across all industries. In order to stay updated with the present day customers, contact centers need to up their game of enhancing customer interactions. One such feature is ‘Live Chat’ that is fast replacing conventional channels of communication. While you know customers are browsing through […]
Self Service IVR and its role in Customer Service
The advent of technology has simplified human life to an extent where you don’t even need to have a conversation with someone to get your job done. Few simple instructions and that’s it! You get it all. Wondering how? Numerous companies offering diverse products and services get connected with their customers through customer care centers […]
Important Metrics to Measure Up your Contact Center’s Performance
A contact center is a business’s backbone that facilitates first level interaction between the company and a customer. Being on the frontline, contact centers have to brave through many challenges that accompany customer service. In fact, many studies suggest that customer service affects brand loyalty considerably. A contact center isn’t just about answering customer calls, […]
Amalgamate Social Media with Contact Center for Social CRM
In the age of information, fast communication is a necessity in any kind of business. The internet has emerged as the most powerful vehicle of communication in the digitized age. From voice chats to videos and emails, quicker communication strategies have eliminated the constraints of distance and time, making communication paths simplified. The last decade […]
How hold time can be reduced for customers in a call center using a robust call center software
According to a recent study an average customer will spend around 1.2 years of his life on hold; waiting to speak to a customer service representative. 34% of the customers hang up before being connected and those who are able to reach an agent after a long wait are frustrated, disengaged and less accommodating. Various […]
Common software related Call Center Management Problems – Learn how to fix them
Modern world thrives on digital information; increasingly fast changing technology is reshaping the way human race approaches their day-to-day lives. Digital revolution has forced the business ecosystem to adapt and deliver the services on real-time basis to remain relevant and competitive. Lot of investment has ensured that sales and marketing divisions of organization are better […]
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 […]
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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