Relevant and timely information is crucial for excellent customer service. A thriving call center shouldn’t compromise with it. They should strive to keep customers happy and operations profitable. And to do that call center dashboards are one of the best features. It provides managers with an overview of key performance indicators (KPIs) and other significant metrics. Such systemization will allow them to take data-driven decisions and correct actions whenever necessary. If you are planning to get call center software, then discover all its benefits. Also, know what wonders call center dashboards can do. Read More
There is a saying, communication is key to achieve success in business. This is the reason why modern-day organizations are inclined towards improving interactions happening between them and customers. Also, the way a business communicates with its target audience is the depiction of the reputation of the company. For effective communication, a set of technologies is equally important for taking the organization ahead in the respective market. Cloud phone systems come to our mind when we talk about the latest developments in the communication aspect.
The digital ecosystem is expanding quickly, advancing the need to strengthen data privacy and security. It is a primary concern for brands and customers amid increasing cyberattacks and data breaches. Sensitive information like phone numbers linked to bank accounts, email addresses, social media accounts, etc., should be protected from identity theft. How can your contact center make it happen? With ‘Phone Proxy.’ Read More
The call abandonment rate is a powerful KPI for measuring the effectiveness of a contact center. It can help you in determining the extent of customer engagement since dropped calls are the indicator of frustrated and annoyed customers. Customers don’t like being on long hold when they call the support department and as a consequence, they leave before they get their answer. It can be hard to eliminate abandon calls completely but you can apply different strategies to lower abandon rates and thereby improve customer satisfaction. In this blog, we will discuss key aspects of call abandonment fate along with fruitful strategies for avoiding drop rates.
What does every contact center seek? Less wait times, low operating costs, happy customers, high efficiency, etc. However, increasing call volume and customer expectations are mounting pressure on call centers and agents. It means agents have to save as much time as possible, but it becomes difficult with manual tasks like call routing, dialing, data management, etc. These tasks are an integral part of call center operations. However, it should not act as a burden to agents or lead to more errors. Fortunately, businesses can resolve these pain points with call center automation. Automation is an advanced technology that is transforming a variety of industries. Read More
Effective communication with customers is a priority when it comes to building relationships with them. That is why businesses are constantly looking for ways to improve not only their B2C connections but B2B connections too. This urgency brings us to the interactive platform where customers do not have to wait for a longer time to get their queries resolved. Read More