Blog

5 guidelines to implement self-service

28 May in Artificial Intelligence, Call Center, Customer Experience, Telephony For Support

What is the basic motive for a business to provide self-service? Is the aim to reduce call queues, agent workloads, and costs? Or is it to improve their customer experience?  Turns out, self-service can simultaneously improve efficiency while improving the customer experience. Because, in many cases,...

Freshdesk Integration with Ozonetel

31 December in Agent Experience, CRM Integration, Customer Experience, Ozonetel

The Freshdesk integration with KOOKOO 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:...

4 Immediate ways Voice Bots can help sales teams

21 December in Agent Experience, Artificial Intelligence, Call Center, Customer Experience, Telephony For Sales

It has been quite a while since chatbots have invaded the customer service sector. Several big-name bots have taken up residence on different platforms to serve various purposes. Chief among those purposes is to let the users interact and communicate in real-time. This provides a...

How to make collection calls? Cash in on the right technology.

13 November in Agent Experience, Artificial Intelligence, Call Center, Customer Experience, Ozonetel

“A customer who is delinquent on a loan is, first and foremost, a customer. If handled correctly, a collections customer can still yield new sales. If handled incorrectly, current and future sales could be lost.” Chris Maranis* As most contact centers for financial institutions, products and...

A Quick & Easy Guide to ‘Automatic Call Distribution’

05 October in Agent Experience, Call Center, Customer Experience

ACD, aka Automatic Call Distribution, is a telephony software tool that automates incoming call distribution amongst your staff. A business can define rules for how this distribution takes place, based on their needs.  Generally, an ACD works with your call routing parameters to connect callers to...