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...
Question: When is the best time to call your customer? Answer: When your customer wants you too! When speaking to the customer, timing matters. How do you ensure that your agents call customers at times that suit them? Are they still jotting appointment times down in a...
Call centers exist to provide speedy customer service and issue resolution. Speed is key; achieved through efficient call queue management. What is call queue management? Simply put, call queue management is the management of call queues to ensure minimal customer wait time and fair workload distribution. When...
A screen pop is one of the most basic and useful features of a good CTI integration with your CRM or ticketing software. This article explains what it is, the benefits of having one, and everything you should look for in your screen pop. What is...
A virtual call center is one where agents are geographically dispersed as opposed to being in a brick and mortar building. Virtual call centers are popular thanks to the advent of voice over internet protocol (VOIP) technology and a chunk of the workforce opting to...
At the beginning and end of every call, your Speech Analytics system displays customer mood on your Agents dashboard. How does a machine understand whether your customer is happy or not? It uses two things: Natural Language Processing Sentiment Analysis Natural Language Processing. Conventionally, people used programming languages to...
When it comes to contact centers, enterprises have different needs from small and medium businesses. For example, our pure cloud offering is extremely popular with SMBs. But when enterprises set up their contact center, they want our tools to work with their existing telecom providers. Is...
The world knows about the existence of cloud-based virtual phone systems, yet a number of businesses haven’t unleashed its benefits.? What is holding them back? This article aims to fill up the information gap. After reading this article, you should have a clear understanding of...
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:...
Is the future becoming the present faster than ever before? It may just be. AI is revving changes in the ever-evolving contact center. And by year-end, you can expect a complete upheaval in the way your contact center works and delivers customer experience. With such...
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