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To create an impeccable customer experience, a contact center needs some high performing agents working on smart agent desktops and monitored by superpowered supervisor desktops. A perfect blend of efficient humans and technology! Sadly, Cisco, Avaya, or Genesys, contact centers face the universal problem of opting for the right desktop that leads them to the […]
June 25, 2020
Today, the contact centers have revolutionized the support system. Gone are the days when agents were just expected to make a specified number of calls and generate leads. Now, agents are required to create exceptional customer experience (CX) by educating callers about their queries and making a cross or up-sell of products/services. Also, they need […]
June 17, 2020
Today, customers are always running out of time and prefer self-help over waiting to connect with the brand. According to a survey, businesses reported a loss of 75% of their customers due to the waiting time. Another study stated, 81% of customers attempt finding answers themselves before reaching out to a representative. This is huge […]
June 12, 2020
From posting reviews to sharing pictures, from selling products to advertising your brand, social media today has over 3.7 billion users across the world. Most businesses have already made themselves available on social media channels, but are they using it to the fullest to create exceptional customer experience (CX). Here are some tips & tricks […]
June 2, 2020
Omnichannel customer engagement is about conversing with customers across channels without losing the context. It allows a seamless transition between channels such as social, chat, email, Whatsapp, and voice. A customer expects high-quality interaction whether over a live chat, voice, or social media. According to a study, companies with omnichannel customer engagement are able to […]
May 27, 2020
Epic is a privately held software company that helps hospitals and other healthcare providers in maintaining medical records. The epic software is a one-stop platform where patients can register, book appointments, view related medical records. Now the question is, what does a CTI connector do? What is its role and why one should consider opting […]
May 25, 2020
It is an unsaid truth that to improve agent efficiency; you need to have contact center software in place. NovelVox Cisco Finesse Agent Desktop is the solution your contact center requires to boost customer experience. Today where experience is all that matters, you can risk losing your existing customer base and prospects. So, here is […]
May 14, 2020
CTI stands for Computer Telephony Integration, a technology that has benefited many service industries by enabling them to extend the capabilities of their existing system. Talking specifically about the Contact Center Industries, the introduction of CTI has brought successful integration of the third-party applications with the contact center’s telephony solution. In today’s blog, we will […]
May 5, 2020
Over 55% of customers consider customer service as a deciding factor when choosing a brand. So, NovelVox lists here specific stats that will help you work on your customer service delivery and keep up with the evolution and changing trends in the contact center industry. These statistics will help you plan your next move for […]
April 30, 2020
Creating a memorable customer experience is the end goal of every contact center. To achieve this, contact centers need a seamless amalgamation of technology and an agent’s efficiency. So, it is clear that your contact center business needs to maximize agents’ productivity to achieve the best results and probably deal with unhappy customers in a […]
April 23, 2020
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Jun 12, 2020
