09:32 29 April
Unusual times call for unusual measures. It makes sense then that Dun & Bradstreet India’s Digital CX Series was held on an unusual medium— a Whatsapp Chat. We were happy to co-host the session on Strategies to Sustain Business in Times of Disruption along with...
Everyone says 2020 is going to be a year of upgrades. And we don’t deny that. Call Center Trends for 2020 look at upgrading call center efficiency, speed of response and productivity. It looks at improving and playing an important role in shaping customer experience....
03:23 15 January
This article spotlights the growth of voice in India, one of the fastest growing economies and the second most populous country in the world.
2019 was termed the year of the voice. In the United States, over 60 million people owned smart speakers by the end...
17:24 13 January
Do you expect to create a product or service so perfect that customers never need to speak with you? Don’t overlook the critical role of customer communications when growing your business. Here is why.
Customers don’t pointlessly want to talk to your business. The popular quote...
00:00 05 October
ACD, aka Automatic Call Distribution, is a telephony software tool that automates incoming call distribution amongst your staff. A business can define rules for how this distribution takes place, based on their needs.
Generally, an ACD works with your call routing parameters to connect callers to...
00:00 12 February
To create a productive work environment, it is essential to have a ‘complete’ support system in place. And sooner or later, that means a well-managed phone support system.
Because sooner or later, your live chat, emails or messaging won't cut it—your customer will want to speak...
00:00 08 December
You might have a contact center with 500 agents. But if you do not recognize their skills and put them to good use, you wont make the most of your workforce.
All your agents are making and receiving calls — some more than the others, some...
00:00 15 November
in Telephony For Sales
We all agree that Interactive Voice Response systems or IVR often form the main interface of your contact center solution. They greet customers, collect caller intent and channel calls to the right department. But this isn’t all. IVR doesn not always need to be used...
How should you keep track of your customer support quality? Or the quality of your sales calls? The answer is simple: you listen.
Sure, there are a lot of metrics that can help you figure out customer satisfaction and agent performance. But once you have the...
Call centers exist to provide speedy customer service and issue resolution. Speed is key; achieved through efficient call queue management.
What is call queue management?
Simply put, call queue management is the management of call queues to ensure minimal customer wait time and fair workload distribution. When...