All businesses know the value of providing customer support. But over the years, the way they provide this support has changed. A few decades ago, most businesses managed customer queries or complaints via phone, or in-person. In the late 90s and early 2000s, voice-based contact centers’ advent led to the customer support function’s upgrade. Today, […]

Built with customer support agents in mind, the powerful, perceptive, and intuitive Zendesk CRM offers all the tools required to manage and enhance customer relationships. It also offers multiple functionalities as well as a dynamic knowledge base to help contact centers achieve maximum user productivity with minimum wasted effort. And now, contact centers can extract […]

Any customer-centric organization distinguishes itself in the way it interacts with its customers. A call center or any organization that regularly handles a large volume of calls from their customers, setting up seamless connectivity that enables an enhanced customer interaction is pretty much the main objective. Computer Telephony Integration (CTI) is a great connectivity tool […]

For contact centers handling a large number of incoming calls, say, due to a crisis or an upcoming holiday season, Computer Telephony Integration (CTI) can be a game-changer. By integrating a telephony system via a CTI connector, contact centers can seamlessly handle a huge customer call volume. Agents can make and receive calls directly from […]

The days when contact centers could get away with providing below-par customer support are long gone. Today’s customers want quick issue resolutions and short wait times. They expect connected experiences no matter which stage of the journey they are currently at. And they appreciate great service that puts them first and contributes meaningfully to their […]

“If you can’t measure it, you can’t improve it.” – (Late) Peter F. Drucker, Austrian-born management thought leader, consultant and guru Contact centers all over the world take Drucker’s words very seriously (as they should). This is because they know that metrics provide a powerful way to set goals and track progress in meeting those […]

Do your customers love you or hate you? Do they recommend your contact center to their friends and family? Do they commend or disparage your ability to deliver great customer experiences? You can find the answers to these questions with your Net Promoter Score (NPS). Every contact center aims to boost its revenue and improve […]

Customer support agents are an indispensable element of any contact center. Even when automated channels are part of the operational framework, human agents continue to play a vital role in handling complex customer interactions and contributing to the overall customer experience. Along the way, they are required to use multiple applications, both to access relevant […]

Today’s customer is highly informed, tech-savvy, and socially engaged. He conducts digital research, participates in brand chatter on social media, and seeks out reviews and feedback from his digital tribe. When he engages with a brand, he looks for more than great products or low prices – he demands great experiences. In fact, products, services, […]

A few years ago, a contact center was considered a “non-strategic” part of an organization’s business operations – important but not mission-critical to its long-term goals. Over the past few years, as Customer Experience (CX) has emerged as a key differentiator of business success, many organizations realized the importance of omnichannel contact centers. And one […]