Contact Center Having Quality Management
Contact Center Solutions

Is Your Contact Center Having Quality Management?

Today, every business revolves around customer experience and so do contact centers. For offering consistent services, it is a must for businesses to have the right people pitching the right things at the right time. This is where quality management comes into play. It allows the call center to monitor and analyze the agent’s performance […]

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5 Ways to Reduce Burnout in Your Contact Center
Contact Center Solutions

5 Ways to Reduce Burnout in Your Contact Center

Do you often find unexpectedly high absenteeism and irregularity of working hours from agents or staff at your contact center? Is the count of escalations, customer complaints, inter-team quarrels growing exponentially? It’s high-time when you need to realize that the contact center is undergoing a burnout. Why do stressful situations occur? Offering customer experience is […]

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Contact Center Shrinkage
Contact Center Solutions

11 Ways to Minimize Contact Center Shrinkage

Is your contact center business showing a drip? Are customer complaints increasing every day? Or the number of calls on hold is growing like never before? It can be an aftereffect of enormous call volumes, office politics, organizational policy or manager’s behavior, etc. It is an unsaid truth that contact centers come with immense pressure […]

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Gamification in contact center
Contact Center Wallboard

8 Reasons Why Gamification in Contact Center is a Necessity

The gamified approach has always been exciting and engaging for everyone and so for agents and callers. Gamification in customer service has the power of converting monotonous tasks into an interesting one. Subsequently boosting performance and motivating the agents. Agents form the most essential part of any contact center. Day in and day out they […]

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Omnichannel contact center software solution
Contact Center Solutions

High Call Volumes Still a Struggle? Go Omnichannel

Everything is evolving with technology and so is the customer service industry where call centers are transforming into contact centers. As the name suggests, the call center offers only voice communications initiated via call medium. Whereas, the contact center uses all possible channels to contact or connect with the customer. This evolution is the result […]

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Agent desktop
Agent Experience, Cisco Finesse Unified Agent Desktop, Contact Center Solutions

Contact Center Modernization with Advanced Agent Desktop

Agent desktop is not a new term anymore in the contact center industry. Still, many businesses are stuck with screen-pops. It does offer customer information but that’s not enough. There is a lot more required to create personalized customer experience than just their details. An advanced Agent desktop, on the contrary, is a much-evolved version […]

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underperforming contact center
Contact Center Solutions

6 Signs of Under-performing contact center

Every business looks up for a higher return of investment and so do contact centers. Creating positive customer experience is everything but there are factors affecting the end goal including agents, technology, supervisors and more. Tremendous call pressure leaving no room for motivation and growth can further result in agent attrition. Here are some problems […]

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Integrate CTI with CRM
Contact Center Solutions, CTI Connector

5 Reasons to Integrate CTI with CRM

Computer Telephony Integration or CTI is a connectivity tool that ties a phone system to desktop. It is designed to improve the experience, sales, and service offered by the business. To harness its potential, integrate CTI with 3rd party CRM or ticketing application. From identifying, routing to recording, there’s a lot that can be done […]

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evolution of contact center
Contact Center Solutions

Evolution of Contact Center

Time has witnessed many business evolutions and one of them is the contact center. With new technologies stepping in, communication has become more advanced and integrated. From a single line call center, things have progressed to digitally-ready omnichannel communication. Today, the contact center offers personalized customer experience, faster resolution, and reduced operational costs. Let’s see […]

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