How do you talk to a stranger when they call you for help, or to complain? Customer care agents are expected win over hundreds of customers who call in to their centers, every day. Here are some practical tips and tools to help you deliver...
The two things that are at a premium for small businesses are time and resources. The challenge, especially as you scale, is to meet customers’ needs while keeping the machine lean. Often, what seriously peeves customers, and urges them to switch to a competitor’s offering...
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 provides "insider" tips on how to selc the right cloud telephony solution. If you are a...
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...
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