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sarv-blog-contact-center-trends

We have entered 2023 with new hopes and resolutions for our business – especially in the contact center industry. With the new year, the industry trends are now more focused on creating efficiency and cost-savings momentum. Also, enhancing customer experiences (CX) and employee experiences (EX). And this won’t be enough with traditional contact center labor models.
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Remote working has become the new normal nowadays. As witnessed by Forbes, 70% of employees will be working remotely by 2025. With that, we can see how much steady growth remote working will achieve in the future. To keep up with remote trends, businesses are moving to the “cloud” to make business communication easy and efficient. All types of enterprises are utilizing an integrated cloud phone system to ensure constant connectivity with employees to drive productivity.

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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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Blog-PBX-vs-CC

First, we understand what cloud contacts are before PBX. The Cloud Contact Center is a comprehensive suite of tools, applications, and cloud-hosted services for call centers or enterprise customer support departments. The cloud contact center can include tools and applications for sending phones, messages that include chat, SMS, social media, robot, etc., as well as email, CRM, and the Omnichannel.

The cloud telephony application simplifies the flow of incoming and outgoing business calls and includes a number of productivity-enhancing and tracking features. This phone feature can be provided in two ways, namely Cloud PBX and Cloud Call Center. Let’s discuss the differences in the features of these applications, but first look at what each application means. Read More

Blog-Cloud-Trends-2022

There was a sudden shift in needs and priorities between 2020-21 due to Coronavirus. It might be a hassle to describe how customer service exercised from the past two years as many experienced an eventful, innovative, and challenging time. New year – 2022 will soon knock on doors with fresh trends and opportunities. The contact center industry will also explore trends focusing on developing efficiency, cost-savings, improved customer experience (CX), employee experience (EX), etc.

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Blog-ACD

“This is frustrating that I have to call so many times, but not one agent can help with my problem,” do these complaints sound similar? Well! several agents can relate to it, but using cloud contact centers can help you reduce or eradicate these issues. There is a lot of pressure on contact center professionals these days, including management of queues, technology, quality, KPIs, and a lot more.

Satisfying customers are the ultimate idea businesses with staying power have been directed to. An added care and elevated position in business strategy often come with an expectation of near-perfect execution. Perfection isn’t possible, but excellence is!

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