00:00 22 August
in CRM Integration
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How Does your Call Center measure up against Industry Standards?
Live chat fills the need for instant human support on your website.It increases conversions, average order values (AOV) and customer satisfaction. It allows concurrent activities, letting both agents and customers multitask while using chat.
However, like all channels, it has its shortcomings.
Every salesperson, online or offline knows the importance of contacting leads when they are hot. They know that support and reassurance during critical moments can clinch deals. But we anyway put together some statistics to drive the point home:
A famous study by the Professor...
What is Omnichannel Service?
Omnichannel Service is a unified, customer-centric approach to managing seamless interactions across multiple touchpoints.
Today, businesses interact with customer on multiple channels: email, chat, phone, social media.
The customer expects consistent service across these channels.
They also expect to be recognized on all...
00:00 20 June
Need to improve your IVR experience? Want to use it for stellar self-service? Need to send weekly Outbound IVR campaigns? You can achieve a lot more when your IVR is easy to design and modify. And this is what the Drag and Drop IVR promises...
00:00 20 June
Ever zoned out when listening to an IVR menu? It happened to me just recently when I called my telephone provider for a plan upgrade. As the mechanical voice slowly read out the IVR options, an urgent email distracted me on my computer screen. I...
00:00 28 May
Technology has made it possible. Today, every small business can access advanced tools to manage and improve their inbound and outbound calls.
Take Big Basket, for example. 10 years back, they had just 7 agents for customer service. They took advantage of cloud contact center software...
00:00 21 May
What is IVR?
'Welcome to XYZ business, the world’s best business. For customer support executives dial 1. For sales, dial 2.'
At some point, we have all heard this automated voice greet us. When we dial a number on our keypad, it seems to connect us to the right...
What is FCR?
Do your agents solve customers’ problems–without escalating or transferring– in the very first call? This is what FCR, or First Call Resolution is. In other words, FCR or first call resolution can be defined as the metric that indicates whether an agent was...