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Cloud 0 comments

Blog-Advantage-over-Remote-Working

Do you want to reduce the cost of your phone system while increasing its functionality or remote working agent performance?

According to the State of Business Communication Report, 83 percent of businesses lost a customer, missed a key milestone, or fired a worker in 2019 as a result of a communication problem.

You are at the right place if you consider switching from your current business phone service to cloud telephony. We’ll go over everything you need to know about cloud telephony in this article. It will include the essentials, how it works, how it helps your organization or remote working agents, and how to pick a new cloud telephony service. Read More

Cloud, Hosted IVR 0 comments

Blog-ACD

Automatic Call Distribution (ACD) is an important feature in setting up a call center. It is responsible for managing queues and responsibly allocating all incoming calls to appropriate staff agents. If you are in the customer support area, you may have already heard of ACD. In fact, the most common question in any sales team is how is the working of ACD.

Automatic call divider is a type of call forwarding on preset factors. When a customer calls, IVR first gathers the customer’s information and intentions. It then directs the customer to an agent with the appropriate skills on the information gathered. Read More

Technology News 0 comments

Blog-Abandoned-Call

Do you know all the processes of a call center? Are you able to maintain customer satisfaction and build effective customer loyalty? Why have most of the calls been dropped off? What are abandoned calls and rates? There are so many questions you need to answer when you have a call center to run.

Call abandonment gives you valuable insight into your call center’s performance by studying the abandonment rate. KPI (key performance indicator) plays a vital role when measuring customers’ behavior – supporting managers to improve productivity.

If your call center is witnessing an increase in call abandonment – it’s time for immediate action. To help you best, we’ve classified 5 effective ways your call center needs to avoid abandoned calls.

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Cloud, Technology News 0 comments

Blog-Contact-Center-2022

Understanding CCaaS

The concept of a contact center as a service (CCaaS) has captivated businesses for a few years now. With the changes caused by the pandemic, this service seems to have gained momentum.

How a company addresses the concerns of its customers is a high priority for today’s buyer. The widespread availability and accessibility of mobile devices has also set high standards for what consumers expect from today’s businesses.

As cloud-based call center services become more prominent, traditional call centers that operate outside of a physical location. It depends entirely on a large-scale hardware installation will become more prominent.

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Technology News 0 comments

Blog-Shrinkage

Volume increases the pressure of managing things at a time. There are times in the call center, when it is difficult to know available agents vs how many are away on a break, attending meetings/training? The difference between the two is Call Center Shrinkage. How many call centers take this factor into account whenever there is a headcount? Shrinkage here plays a vital role in scrutinizing how many representatives you’d need to interact with customers.

Understanding shrinkage percentage as a call center key performance indicator (KPI) can not only improve customer interactions, but also help to handle average handle time, service level, and bottom line of business. Read More

Technology News 0 comments

Blog-CTC-Lead

Do you wish to increase your company’s production and revenue and looking for solutions? If you answered yes, this article is the ideal place to learn how to get there!

As we get more connected with the passage of time, we cannot overlook the fact that calling a business to inquire about products is still the preferred method of communication for clients. Businesses became fully aware of this and began to organize their product and service marketing and advertisements accordingly.

It’s also essential to ensure that a firm is readily available and that contacting them does not require too much work on the part of the customer. As a result, it is a wise decision for a company to seek out a solution that is both simple and powerful. Read More

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