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...
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...
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...
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...
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 measures. It is a key metric to measure: How effective is your customer support? How efficient are your agents? How good...
Sure, you got yourself a CRM, and it’s really helped consolidate your customer data. But how can you use this data to improve conversations? Can you use it to shorten your sales cycle? Can you organize calls better and convert faster? Yes, you can. Learn...
Sentiment analysis instantly evaluates customer tone in a call. Currently, Ozonetel’s system is using this to judge a call sentiment as positive, negative or neutral. It is able to categorize this with a nearly 85% accuracy. This gives management a new filter to: Analyze Agent performance....
Sentiment analysis instantly evaluates customer tone in a call. Currently, Ozonetel’s system is using this to judge a call sentiment as positive, negative or neutral. It is able to categorize this with a nearly 85% accuracy. This gives management a new filter to: Analyze Agent performance....