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 […]
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 […]
Upgraded version of the Unified Mobile Agent app offers pragmatic contact center on-floor services for field agents. Today, customer experience (CX) is the top priority for every contact center. And, with the rapidly growing competition, customers might any day switch to your competitor if CX is not delightful. For consistent service, everyone in the contact […]
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 […]
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 […]
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 […]
Contact centers have undergone tremendous ups and downs since inception. US Federal cost-cutting on government contact center is yet another historic event. Where the U.S. government’s budget deficit rose to $867 billion from $183 billion in 2019. But this situation of financial deficit cannot be an excuse for poor service experience. Government contact centers are […]
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 […]
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 […]
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 […]
The grass looks greener on the other side and so does the job of a call center agent. People working at the contact center or outside think that anyone can become an agent. But the other part of the story is that agents play a crucial role in the contact center’s success and can’t be […]
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 […]