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 […]
NovelVox products will soon be available on Cisco SolutionsPlus To create a memorable customer experience, it is essential for the contact center and enterprise application to have seamless integration. Otherwise, agents can frustrate callers in their retrieval of the required information, which leads to higher levels of frustration at both ends. To address the challenges […]
Ava’s TV underwent some technical glitch so she called up the customer care department for resolution. And here’s what happened next. Ava had to detail out every information required by the contact center executive, do follow-ups, repeat the information, hold the line for numerous minutes and so on. Lastly, she was so annoyed that she […]
The 2019 budget plan proposed by President Trump is likely to cut down on the government and county service sector expenses. That makes managing contact center imperative for businesses. At a time when most of the county and government agencies in the United States are struggling to control their growing expenditure and looking for ways […]
“Good morning Mrs. Jenny, this is Emma calling from XYZ company. Can I have 5 minutes of your time……” Does this sound similar? Yes, the call center agent script it is. A report by Nuance states that even after the evolution and popularity of various online service tools, 79 percent of customers prefer to communicate […]
“Personalization is not a trend, it’s a marketing tsunami”, Avi Dan Personalization targets an individual or prospective customer to build long-term relationships with the business. It is more of one-to-one marketing to make your prospect feel valued. Irrespective of the business domain or size, personalization assures you retention and growth of the user base. And, […]
The wait for the Cisco finesse update is finally over with the launch of Finesse 12.0. It comes with enhanced efficiency, scalability and flexibility for the users and promises to offer terrific value to the business. It will greatly improve the User Experience (UX) and help agents in providing experiential customer experience. Here is a […]
Contact center operations today are not just providing services from a dedicated contact center using chat, calls, emails etc., but also extending all the core contact center capabilities to a remote user. A lot of the contact center professionals spend time on the field at remote locations or traveling due to their professional commitments. This […]
One of the most challenging tasks in call center operations is to be able to know what is going on right now, at this very moment in order to make on the spot decisions. And that is what call center managers would very much want to be doing than otherwise. Ready and real-time access to […]
The success of any business depends upon getting the right information and making an informed decision which in turn help leverage its growth. In an information-centric industry such as contact center business, it makes sense to have smart technologies or software available at your disposal which can analyze and provide you with an actionable data […]
First few seconds during a call set the tone for successful interaction with your customer. So, you got to make it count from the very start. And just in case you’re not hitting the right chord with your customer during these initial few seconds, you may want to look at what is stopping you from […]