What a story of a failed burger order tells us about good customer service. Building a great customer experience is a never-ending quest. You just finish deploying one new technology, and a user story pops up to show how it was simply not enough. Your live...
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...
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...
“Criticism, like rain, should be gentle enough to nourish a man’s growth without destroying his roots.” – Frank A. Clark One of the major events in the voice industry which no one could ignore was the launch of Flex by Twilio. Here goes our review of Flex from...
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...
What is a voice bot? I would define a voice bot as an interactive voice user interface powered by NLP. It can help your inbound or outbound call center in several ways. In terms of customer support, a voice bot can be used to help provide...
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...
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Yours is a start-up in a highly competitive market with tremendous growth potential. You have a 20-member team and roles are fluid – employees are not restricted to specific departments but contribute across functions to develop the enterprise. You conduct business across three cities and...
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