Call queue management is a concept prevalent in contact centers that is vital for enhancing the experience and better customer service. As per research, it is indicated that 60% of customers have a negative experience with the brand when they are kept on long call hold. Consequently, there will be a potential loss of 60% of sales when the sales team fails to attend calls in less than a minute. This requires your contact center to develop best practices for call queue management to make the best out of call queues.

Read More

Interactive Voice Response (IVR) is a staple of contact centers in today’s era. Fierce competition in the market allows IVR systems to stay relevant by enabling advanced features which can accelerate the process of handling calls. It’s a kind of automated support system that decides routing strategies, manages queues and thereby reduces agents’ workloads. Research by Finance Online Study has depicted that customer satisfaction is a key metric for 95.7% of call center professionals. Likewise, true IVR technology is helpful in bringing both credibility and high-quality customer service within a call center setting.

Read More

Modern technology has allowed businesses to make improved communication and collaboration that leads to the development of new kinds of human contact, all thanks to Unified Communication. Technological breakthroughs create an opportunity for small businesses to invest in unified communication for effortless interactions. Connecting different communication systems allows for facilitating a unified experience for internal departments and customers as well. This is the reason why you should add unified communication to your list while running a small business.

Read More