Thanks to AI-based technologies such as Speech Analytics, call center data is more valuable than ever before. Learn how your marketing departments can keep a tab on customer sentiment, demographics, and customer concerns through this technology. Marketing Departments are familiar with AI-based tools like sentiment analysis....
It’s 2020 and anyone in the contact center space can clearly see CX and customer journeys have become the most pivotal points when it comes to successful operations and business growth. The transformation has been on-going, but with rapidly changing technological advancements and thereby varying...
Call volumes constantly fluctuate. Staff doesn’t always turn up for work. But your customer doesn’t know that: They still want the phone answered fast! You need to keep the show running smoothly. You need to predict and plan—sometimes on the fly—for using your staff efficiently....
When contact centers initially started moving from legacy systems to the cloud, not all of them understood how powerful data could be. Cloud contact center solutions such as ours generate 70+ reports. Businesses switching from legacy to cloud for other reasons such as to reduce...
When your customer contacts your support center via call or chat here are the top 9 pain points they face*: Long Wait Times (Before reaching an agent) Slow Service (When an agent is reached) Self Service is difficult to use Rude agents Agents aren’t knowledgeable ...
Auto dialers are of many kinds. This includes manual dialers, preview dialers, power dialers, aka, progressive dialers, and power dialers. How do you select what's right for your business? You should choose based on how many agents you have available, how good your data is,...
Retry rules, if formulated intelligently, can make an agent’s life easier and reduce unwanted calls for your customers. There is a fine line between being pesky and being persistent. And when you are telemarketing or cold calling, that line becomes even finer. Often, contact center agents...
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Business dictionary, defines cold calling as “calling a prospect (who does not know the caller) for a sales appointment”. But, since your sales representative may make some email or social media contact before calling, I prefer this broader definition: Cold calls are calls made to...
Shopify lets your business set up an online store in minutes. Have you considered a helpdesk, a customer support center or sales channel for that store? You should. Because 61% of your visitors want to speak to someone before making a purchase.* To make this...