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....
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...
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...
Yay, it’s 2020! We know how we’re all wondering how fast the year 2020 has arrived. A year we all look forward to. A year full of phase shifts in the world of technology; a year that’s really going to be for growth. And while...
“A customer who is delinquent on a loan is, first and foremost, a customer. If handled correctly, a collections customer can still yield new sales. If handled incorrectly, current and future sales could be lost.” Chris Maranis* As most contact centers for financial institutions, products and...
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...
Announcing Ozonetel’s seamless integration with Intercom. A chat window on your website is a quick, inexpensive way to provide instant support to a customer or prospect. But have you noticed that when conversations start getting interesting, being limited to typing is frustrating? Because, when a prospect...
Don't keep callers waiting on hold or on long call queues. These 5 resources outline the top ways to reduce hold times for your customer: Keep call queues short. Our call queue management blog outlines how automatic call distribution, fallback rules, reports, voice mail and...
Bots with boring generic robotic voice only belong in campy sci-fi movies. The key features when planning a conversational interface for your business are: Its ability to understand your customer, its ability to allow interruptions, quick response times, AI-powered continuous learning ability, and its ability...
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....