The insurance industry is among those industries which heavily rely on sound customer interactions. But when it comes to customer service experience, it is a mixed bag for some obvious reasons. One of the most standout reasons why insurers struggle to provide a sound customer interaction is not using the right technology when reaching out […]

Information is the Key For a contact center, a seamless flow of information is the key. It is an ideal situation for any business to be able to process the information by sending it to the right agent for a proper response to its customers in an efficient and timely manner. Something like that can […]

To provide a superior customer experience, investing in a sound CRM system is one of the major decisions for any contact center. With the help of a CRM system, a contact center can effectively manage customer information, take note of daily customer interactions, and manage future leads and build a strong customer relationship, resulting in […]

For a call center, the most significant thing is to carry out highly satisfying and successful interactions with its customers. Of course, that is how a call center manages to make new sales consistently, as each satisfied client is the source of referrals. It is something that the high-performing contact centers around the world are […]

There’s no denying the fact that agents are the lifeblood for the contact center. They need constant motivation and monitoring for overall improvement in productivity, performance, and efficiency. They have a huge stake in the game of customer experience (CX), and it’s their right to understand how important they are in this journey (customer journey […]

In a contact center, average handling time (AHT) is one of the key aspects to measure its overall performance. It provides insights into the contact center agent’s performance, and, also, what can be done to enhance the same. If AHT increases, it means the workload on the part of agents increases, too. This may need […]

Happy contact center agents make engaging conversations. So, if you are looking to get the best out of your contact center agents, it matters a great deal how relaxed they look when they are about to clinch the deal or provide the highest possible satisfaction to the clients’ queries with their smart responses. At this […]

However exciting a contact center agent job is, it tends to get a bit monotonous as lots of things are repeated in constant flux. If, as an agent, you do not have the required interpersonal and technical skills, it is going to be a tough ride for you responding to your customers. Indeed, it takes […]

First Call Resolution (FCR) is said to be an indispensable factor for a contact center to measure and improve. It tells you how efficiently the agents handle the calls, how qualitative the service is, and how satisfied the customer is with the service. When one factor decides so many things about your service, its tracking […]

In a contact center, a sound integration of a computer with a telephone is one of the best ways to manage and handle calls from its customers and provide a highly engaging customer interaction. This integration is achieved by using Computer Telephony Integration or CTI, which enables call management through a computer with a CRM […]