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...
How will technology impact and improve the contact center in 2019? 4 of our experts weigh in. “The success of assistants like Google Home and Alexa has shown that voice is the most natural interface. In 2019, expect voice channels to pop up everywhere. Inside apps,...
What ensures an intuitive, efficient contact center UX? Correct answer: You. Because it is only by looping in all users from start to finish, at every stage of the UX design process, that an intuitive, efficient contact center UX evolves. Right from the time a caller connects...
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,...
Making sales calls isn’t easy. Making sales calls after waking up at the crack of dawn, riding an hour-long commute and then sitting cramped up in a cubicle – doesn’t make it easier. There are definite merits to letting your inside sales team work-from-home. But...
User experience or UX designing is important for your contact center. But it is important to identify your users’ needs first. Picture yourself as a consumer. Say you log on to an online shopping website. You browse through the menu, take your pick, order, pay and...
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...
You might have a contact center with 500 agents. But if you do not recognize their skills and put them to good use, you wont make the most of your workforce. All your agents are making and receiving calls — some more than the others, some...
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...
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...
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