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The COVID-19 pandemic has undoubtedly changed our world. To protect their people and maintain business continuity, many organizations including call centers have adopted remote work models. As the crisis continues and remote work remains the norm, call center leadership must prepare for increasing workloads that will raise agents’ stress and increase their burnout risk. To […]
September 15, 2020
In the modern ‘digital-first’ consumer landscape, customers demand excellent experiences every time they interact with a brand. So today, as most businesses compete on customer experience (CX) rather than on product/service quality, it’s the organizations that take CX seriously that stand out from the crowd and win loyal customers. And to do so, an old-school […]
September 9, 2020
Customer is everything for your business and what get customer to you is the experience you deliver. Here are some stats to show how important it is to have excellent customer service 93% of customer prefer to repeat business with companies having excellent customer service 73% of customers stay loyal to brands with friendly customer […]
August 20, 2020
Active customer engagement and seamless operations are what can make a business successful and outstand its competitor. For this, you need to equip your sales team with an integrated and smart telephony system because even the superheroes needed their tools to beat the beast. So, what’s the power here? In addition to data, your sales […]
July 31, 2020
Agent: “Welcome to ABC company, how may I help you today?” Customer: “Can you share the status of my query? It’s been a week and I don’t see anything coming to me.” Agent: “Sure, sir. Can you please tell me your name, phone number, and date of birth to serve you better.” Customer: “What a […]
July 10, 2020
“How are my agents performing? What’s the average handle time for the day? Is the announcement on pitch seen by all? Who is today’s top performer…” These and many other related queries are answered well through the wallboard. What is a contact center wallboard? Today, customers have a low level of patience and high expectation […]
July 6, 2020
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
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