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What does a business want the most? Exceptional customer experience! How can they do it? By improving the first call resolution aka FCR. FCR holds the power to yield countless benefits like reduced costs, smooth operation, high employee productivity, and a high retention rate.
It is the perfect moment to join the text-to-speech bandwagon. Technology is rapidly growing, thus increasing digitized human interaction. Text-To-Speech (TTS) may seem to be basic technology, but it has more benefits than most people know. You can expand the reach of your business – new people, improved employee training, increased productivity, etc. Read More
At present, retaining focus is one of the biggest workplace challenges employees face. The constant urge to check and scroll phones might be the reason behind fluctuating focus and concentration. If to find, there are plenty of distractions in the workplace. These distractions widely affect the performance of sales teams, especially when you don’t have a cloud telephony solution. We know that when it comes to sales, the pace is fast, the pressure is high, plus there is healthy to unhealthy competition. Read More
A shared customer service philosophy can help you solve any crisis, and for years companies have been practicing it to provide the best customer experience. Many factors influence customer experience like strategy, tools, internet connectivity, etc., but what ties all together is customer service philosophies. Read More
Do you ever feel the need to record your phone calls? Does it ever get too bothersome when you cannot monitor your calls? Do you want to make sure the call centre in your business is effective?
You might want to learn about Call Whispering in that case! Read More
It is no shock that your customers want to resolve their concerns for the first time. However, you may be surprised that Automatic Call Distribution (ACD) helps you do this. You probably already have access to this popular call center feature to make it work. If you have a corporate phone system, it can distribute calls intelligently.
Customers don’t want to wait too long or call more than they need to. Not your call center representatives, and especially not your customers.
To do this, configure your ACD software to route calls according to your business and customer needs. Then, when combined with other phone system features, it enhances the customer experience at no extra charge.
