What is FCR ( First Call Resolution)? Any ticket/issue which can be resolved on a call without any follow-ups, either internal or external are known as First Call Resolution tickets. Why should you measure your FCR? If we can resolve most of the customer queries/issues/challenges on a call...
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 should help you in three ways: If you are a newbie to cloud telephony, you’ll...
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...
Today, technology can improve every aspect of the sales cycle. From basic calling to more complex elements of lead generation, prospecting, tracking and CRM. However, sales agents still end up spending a chunk of their time manually working through tasks that could have been automated....
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...
Yes, auto dialers increase agent efficiency. But, how do you choose between the different auto dialers available? We’ve put together a definitive list of questions to help you out. Your answers can help determine whether a Predictive, Progressive or Preview dialer is best for your...
A contact center is vital to your business. A good contact center lets customers contact you via different mediums like phone, text messages or even WhatsApp. Advanced technology helps you resolve issues promptly, track all communication, and glean insights needed to improve your business. But, did...
Typically, a place that maps more incoming calls is called an inbound call center. On the other hand, centers that make more outgoing calls are called outbound centers. The tipping point, for the sake of clarity, is 50%. So, if a contact center makes more than...
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...