With the development of technology, self-service has become a common affair for the customers. Technology ensures that a machine is able to perform many tasks, requested by the customer, without any manpower involvement. Riding on the power of artificial intelligence in the machine, the technology has developed pretty impressively. And thus, self-service has come up […]
Well, if you get to know your customers betters then you bring innovations to the table. This is a fact. Many people have done it before. One example that should be cited here is of Michael Dell’s, which brought in customized personal computers for the very first time. Customers just had to call the company’s […]
In the challenging economic times, the existing customer base can turn out to be blockbuster sales generators only if they are served well. Statistically, it costs almost 5 times more to win new customers than what it takes to upsell to the existing ones. Building a loyal and trustworthy image of your brand among the […]
Conference calls have made collaboration between team members a lot easier and more efficient. With the advent of the Internet, geographical boundaries have stopped being a concern. Thus, it is very common that different professionals working on the same project are living very far away from each other. Conference calls have allowed these individuals to […]
There are many things in this world that might look the same at the first glance but are totally different once you get into the depth of it. Cloud and hosted call centers too are often confused with one another, especially to the untrained eye. However, they are not same at all. They are two […]
There are a lot of ways to make a customer hate your company. Frequently putting them on hold when they call you is the easiest one of them. Hold times not only irritate your customers (potential or existing) but are one of the premier factors in discouraging them from doing business with you. Most people, […]
How good the call made between a customer and your agent defines the success rate of a call center. The better the calls, the more efficient is your center. However to define how “good” or “ bad” these calls are, you need to have proper monitoring tools and benchmarks in place that defines said metrics […]
Call Centers have become ingrained in literally all businesses all over the world. From acquiring to retaining clients, call centers are the lifeblood of their organization. However, while the traditional practice of telephony has not failed to deliver yet, it has become completely outgunned by the other fields that have embraced technology and the power […]
Traditional telephony mediums don’t match the requirements of the call centers anymore. Most of the call centers use the Internet to make or receive calls and for other necessary leg works to ensure better efficiency in their operations. Though the use of computer and internet provides a plethora of features that enhance the call center’s […]
