00:00 22 January
How to ensure premium customer care for high-value customers.
Because exceptional customers should be made to feel special on every call (or chat)
Platinum, gold, silver.
It sounds great when you award these titles to customers. But if they still have a tough time getting through your customer...
00:00 10 January
A visual synopsis of contact center performance in the year that was.
Did you know that 12% callers abandon their calls in the queue? This was in spite of an average queue time of 75 seconds. In the meanwhile, in outbound call centers only 44% of...
00:00 13 December
What can self-service achieve for your contact center?
It can reduce call queues, agent workloads and costs.
It can improve customer experience.
Both of the above.
No prizes for guessing the correct answer! That’s right, self-service isn’t just about cost-saving for your contact center; it’s often...
Answer that phone and do it quick!
When the success of your business depends on your customer’s experience with your contact center, this should be your number one mantra.
We have all been on the other side of that phone line, waiting for the IVR to stop...
00:00 09 November
in Speech Analytics
How are you gauging the quality of your customer experience? How are you deciding whether your customer is really satisfied or not at the end of each call?
Is it part of your agents’ ACW? In that case, how objective is your agent in marking...
The world knows about the existence of cloud-based virtual phone systems, yet a number of businesses haven’t unleashed its benefits.? What is holding them back? This article aims to fill up the information gap. After reading this article, you should have a clear understanding of...
The two things that are at a premium for small businesses are time and resources. The challenge, especially as you scale, is to meet customers’ needs while keeping the machine lean.
Often, what seriously peeves customers, and urges them to switch to a competitor’s offering...
00:00 28 September
in CRM Integration
Cole calls his favourite restaurant. Almost immediately, Nia answers and greets him by name. Cole isn’t surprised, since he is used to Nia taking his order. He orders his usual. She remembers his gluten intolerance and pencils in special orders for the chef. He takes...
00:00 14 September
in CRM Integration
Want to make your outbound calling process more efficient? Use call automation. Use dialers to automate your outbound sales calling as well as many of your inbound processes. Here are 5 ways in which you can use your web-based dialers for call automation:
1. Power dialers...
00:00 05 September
in Telephony For Sales
Yes, auto dialers increase agent efficiency. But, how do you choose between the different auto dialers available? We’ve put together a definitive list of questions to help you out. Your answers can help determine whether a Predictive, Progressive or Preview dialer is best for your...