Why WhatsApp is now an essential channel in your CX Strategy

With digital omnichannel solutions making deeper inroads into the contact center industry, are telephone conversations nearing their climax? Not really. Infact, according to a Gartner prediction report, close to 75%

The contact center industry has seen a whirlwind of ups and downs, especially since the pandemic hit us. While many businesses started functioning “as before”, many lacked the understanding of

According to Forbes’ list of CX statistics, 75% of customer experience management executives believe that customer experience, or CX, is extremely important for the company. There is always space for

The holiday season is a busy time for contact centers. Customer interaction rises manifold across all touchpoints. As frontline workers handling this barrage, your contact center agents must deftly handle

Contact center productivity is a process that can’t be centered around sub-optimal guesswork. What it requires is clarity into performance and enhanced agent accountability. Metrics are a powerful way to

Exceptional customer service is the backbone of any company yearning for revenue growth. A significant part of this good service stems from having seamless access to customer data, however, the

The way you respond to customer service requests has a big impact on how loyal your customers are. When clients contact us with questions or issues, they want a response

CTI connectors efficiently leverage agent productivity and enable them to deliver services at par with customer expectations. Empowered with efficient state-of-the-art functionalities, they bridge the gap in contact center workflows.

How many of us call the toll-free numbers to get our queries resolved? Or pick up calls from unknown numbers (tagged spam)? The old call centers are as good as

You have probably heard of chatbots; perhaps you have even engaged with one online. Maybe you’re here today wondering if you should use a chatbot on your website. If that’s