How are you gauging the quality of your customer experience? How are you deciding whether your customer is really satisfied or not at the end of each call? Is it part of your agents’ ACW? In that case, how objective is your agent in marking...
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...
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...
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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...
Want to make your outbound calling process more efficient? Use call automation. Kookoo has all the tools you require to automate your outbound sales calling as well as many of your inbound processes. Here are 5 ways in which you can use KOOKOO for call...
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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...