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Blog-IVR-Small-Business

IVR or Interactive Voice Response can be the ideal solution for many businesses. If your business calls for availability round the clock, the IVR can be the best replacement for a human voice receptionist. A small business often does not have the budget for 24-hours active customer support. 

Also, what about clients who try to reach out beyond office hours? IVR is an effective solution in such a situation as well.

Besides managing the client queries, IVR also has several other advantages when integrated with CRM and other contact center systems. 

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Blog-Voice-Analytics

Agents work hard every day to communicate with customers. They keep track of customers’ performance throughout the day, leaving their own aside. They do their best to maintain quality and represent the brand in their best way. And finally, they would like recognition for their efforts.

It is somehow impossible to review all customer calls and analyze each agent. You can hire a team for this, but doing it manually is still very primitive. Imagine if you had a solution that generates reports, triggers actions, or even pushes an agent based on what is being said during a call. This is what voice analytics does.

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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

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