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Blog-Business-Core

To give real service you must add something which cannot be bought or measured with money, and that is sincerity and integrity.” – Denis Waitley, Author, and Motivational Speaker

Call centers are the heart of all businesses, ensuring seamless flow and customer experience (CX). Despite the expansion of chatbots, email, and social media, call centers are vital in managing customer problems, which is also closest to face-to-face engagement. Call centers are designed to handle large volumes of calls, both inbound and outbound, and if you are wandering customers’ rarely call businesses today – the opposite is true.

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Blog-Routing

Although there are many contenders for modern call center solutions, skill-based call forwarding must be one of the key solutions. With the help of skill-based call forwarding, the future of call forwarding is here.

Skill-based routing is a feature of a cloud phone that analyzes customer data when a call arrives and automatically directs the caller to the agent with the best skills to resolve the issue.

This feature prevents unnecessary call transfer between agents and improves customer satisfaction.

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IVR (Interactive Voice Response) is a mechanism that facilitates you to engage with consumers using recorded voice messages to automate your incoming calls. There are several benefits of an IVR software solution for different industries. Transforming business is easy now!

For example, a banking IVR can be used by customers to know their bank balance while freeing the customer service executive time to manage critical queries. By answering simple questions of customers, banks can generate more leads. It allows them to manage several calls, offer personalized service to the customers and operate 24/7.  Read More

Blog-Role-of-Agent-CX

What’s the primary objective of contact centers? ‘CUSTOMER SATISFACTION’ As per the traditional KPIs, customer satisfaction is calculated on the average time a customer spends on hold, how swift is the agent’s answers, and how quickly was the resolution provided? There is a direct connection between customer experience and frontline productivity. Make an effort to boost it, carefully consider and analyze agent tasks/issues that arise.

Great Agent Experience

For a high quality of customer satisfaction and organization productivity, eradicate or work on barriers that boost agents’ performance. As per Gartner, alleviating the agent experience will ultimately increase the customer satisfaction rate by 11%. Further, experts suggest developing customer experience management (CEM) and dealing with customers as individuals. Read More

Blog-Toll-Free-Grow-Business

A toll free number has been a top priority for businesses to grow in this competitive Indian business world. So what is a toll free number and why is it needed? We will discuss this in detail.

Toll Free Numbers – Customer Delight

India’s business environment is dynamic and evolving rapidly using the latest technologies like India toll free number. These numbers are toll-free contact numbers that the company provides to callers to contact the company without spending any rupees. Yes, for free! This is something that grabs the customer’s attention quickly. So what is a toll free number? As the name suggests, it is free for callers and they do not have to pay anything to call.

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Blog--Call-Center-GuideIntroduction:

The business call center is known to handle a huge number of calls in one day. It is practically impossible for an individual or a team to do this. So we need artificial intelligence to help agents with their day-to-day customer relationships. This guide will help you understand why and how you can handle large number of calls.

This is where call center software comes in handy. This streamlines the process and creates a well-coordinated communication channel. It also allows the center to systematically manage overflowing calls. Read More

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