The world is witnessing a never before scenario with coronavirus. The count of infected and death cases are increasing each day, affecting individuals and businesses largely. Social distancing and self-quarantine is discussed everywhere, but what about customer service industries? The lockdown has turned out to be a serious issue for companies to keep agents safe […]

The world is witnessing an unprecedented challenge with global news showcasing new cases of Coronavirus and measures to control it. Everyone is undergoing this trauma, and so are businesses. There’s a lockdown everywhere and social distancing the key to keep yourself and others safe. Where the Government and people are saying NO to large gatherings, […]

Salesforce is the most-used lead-tracking and analysis system employed by companies of all sizes. Its ability to quickly retrieve, track, and organize customer information help organizations like Contact Centers enhance customer experience and improve agent performance. It offers a wealth of planning resources at your disposal for efficient scheduling and prioritization of tasks. In short, […]

The widespread impact of Coronavirus has presented a situation most businesses probably didn’t anticipate. WHO has already declared COVID-19 outbreak as a pandemic which itself points to the severity of the current situation. In this time of national health emergency, it’s important to keep your employees safe to ensure business continuity. That’s why most of […]

Angry customer : What is happening with my flight return. I am tired of calling your business. You people are not efficient enough to handle anything. When will I get my money back, or have you guys swallowed it all?” Agent: I understand your concern and extremely sorry for the issues you are facing. I […]

The contact center is evolving rapidly in terms of technology, agent and customer experience. NovelVox being a contact center solution provider, believes in staying updated with contact center expectations and more to create the best possible solutions. So, we surveyed call and contact center professionals to dive deeper into the day to day requirements, loopholes, […]

“My agent handles call sincerely; he never gives fake info to any of the members. Still, members don’t find trust in us and neither my agent seems happy. We have growing pressure and declining revenue.” Can you relate to these statements for your credit union business? Trust is the lifeline of credit unions that cannot […]

Creating a bank of delighted customers is what customer service companies are battling for ages. Customer-centric companies are already taking the initiative, some of which include empowering agents with caller details, history, and more. Artificial Intelligence (AI) is yet another booming technology readily applied to create a memorable customer experience but misunderstood as ‘just chatbots.’ […]

Customer service is all about the experience contact centers create for their customers and prospects. The conversations happening between agents and customers via various communication channels leave a tremendous emotional impact on customers. Unfortunately, there is no cheat sheet available with set rules that can make the magic happen over conversations. But of course, there […]

Building customer trust is not an easy task for the contact center industry. Neither is it possible to have a loyal customer in a day. Trust is attained with a seamless amalgamation of agent behavior and technology. In the competitive market, to grow your business, trust is the only factor that can keep your customer […]