Handle service spikes with ease. The month of November officially kick-starts the holiday season. This year, thanks to the pandemic, people have been reaching out to customer support and online sales more frequently than ever before. Now with Black Friday around the corner, you can expect some serious traffic...
What is Omnichannel? Omnichannel is a unified communication strategy across content and media that businesses utilize to engage with customers and improve overall customer experience. In the business world, the term “Omnichannel” is not new. Think omnichannel retail, omnichannel marketing, or omnichannel customer experience. The stage...
The Freshdesk integration with you cloud telephony software opens a whole host of features to the Freshdesk user. These features will allow them to increase customer satisfaction and improve agent productivity. The features include: Unified Window with click to call functionality: reduce frustration and save time. Screenpop Integrations:...
Cloud telephony offers unmatched features, scalability, and cost-effectiveness compared to PBX systems, business phones, or legacy contact centers. But selecting the right cloud telephony solution isn’t easy. This article provides "insider" tips on how to selc the right cloud telephony solution. If you are a...
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...
We know what goes into making a great contact center solution. But what goes into making a great contact center agent? Sundeep Gursahani, Senior Manager, PISPL, has over 12 years’ experience, working in the contact center industry. He shares with us the top 4 skills...
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...
We’ve said this before, and we’ll say it again: Customer support must, must, absolutely must be omnichannel. Contact centers need to embrace more and more mediums of communication. With over 2.23 billion active users (Q2 2018, Source: Facebook), Facebook is definitely not a medium you...
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Every salesperson, online or offline knows the importance of contacting leads when they are hot. They know that support and reassurance during critical moments can clinch deals. But we anyway put together some statistics to drive the point home: A famous study by the Professor...
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