The hosted interactive voice response (IVR) solutions make it easier for call centers to manage the surge in inbound call volume by providing customers with self-service options. The self-service options enable callers to collect information, accomplish route tasks, and resolve customer service issues on their own without talking to live agents. However, several market research […]
Unlike conventional contact center solutions, cloud-hosted call center solutions come with sophisticated features to boost agent productivity, customer connections, and customer experience. The cloud-hosted auto dialers enable agents to handle only answered or live outbound calls by detecting busy signals, unanswered calls, disconnected calls, answering machines, and voicemails. Likewise, the cloud-hosted interactive voice response (IVR) […]
The hosted interactive voice response solutions help businesses to expedite customer service delivery without increasing infrastructural overheads. The self-service options provided by the IVR system enable callers to resolve simple customer service issues and accomplish routine tasks on their own without talking to live agents. Additionally, the IVR systems resolve complex customer service issues by […]
One of the most crucial steps in the call center environment is ensuring quality customer service that leaves a lasting impression on customers because customer service directly impacts business performance. So, to provide premium customer service, you need a team of motivated agents who can effectively engage with customers and deliver the right service solution […]
Delivering good customer service is essential for every business, but have you ever thought about what exactly is good customer service and how you can ensure it in your business? So, in extremely simple terms, customer service is when customers need help regarding business services and the agents to resolve their issues, whereas good customer […]
Interactive Voice Response (IVR) remains one of the most effective ways to maximize customer satisfaction and improve call center efficiency. As customers interact with the automated system by answering, the high call volume is addressed properly. At the same time, customers are also able to get answers to their questions more quickly. It contributes to […]
A toll free number is a telephone number that is billed for incoming calls instead of charging it to the caller. This service is availed by businesses and non-profit organizations. The origins of toll free phone numbers date back to 1966 when the U.S. telephone giant AT&T introduced an automated toll free service, first on […]
The call centers these days run multiple outbound calling campaigns at a time. Some of these campaigns require call centers to connect with more potential customers in a short amount of time, while others require personalized customer communication. The automated dialer or auto dialers make it easier for call centers to run outbound calling campaigns […]
The sophisticated features provided by cloud-hosted call center solutions enable businesses to run and monitor multiple marketing campaigns efficiently. But no call center can run telemarketing campaigns and process financial transactions effectively without complying with important information security standards like Payment Card Industry Data Security Standard (PCI DSS). According to Investopedia.com, “Payment card industry (PCI) […]
