In the recent years, customers have become more aware about their choices of the services and service providers. And in the same pattern, self-service has come up with many prospects with which the possibilities for the customers are taking a totally new direction in the customer service environment. For self-service solutions, IVRs (Interactive Voice Response) […]
Cloud has come up as the best contemporary solution to many technological needs that calls for more concern about the environment and its well-being. The need for data storage is growing and so is the digitization of everything around. The virtual world has given avenues to save and retrieve data at any point of time. […]
Do you remember the last time you called a customer service number and the agent, despite trying her level best, couldn’t come up with a solution that you were looking for? It happens many a time. And you ended up with a feeling that the company that outsourced this contact center might be at a big […]
Jack wanted to foray into call center business and his very initial concerns were the recruitment of agents, space and economics related to the initial set up. But Jack did not have much experience with the entrepreneurial ventures. For Jack, the idea of a call center was, agents sitting in the office separated by walls and […]
John was on his way to the office and he suddenly realized that he had an appointment with his doctor in the evening. But due to his busy schedule, he could not get the reports that he had to show to the doctor. He immediately, called up the customer service of the hospital, mentioning about the concern. […]
Direct Inward Dialing (DID) or Direct Dialing Inward (DDI) is a service that gives a group of numbers to reach the PBX (Private Branch Exchange) of a company. Now the question is why use a DID number? The answer lies in several benefits that DID numbers carry with them. This service helps to maintain a better […]
There are many aspects that should be kept into consideration if you are planning for starting a cloud contact center. The foremost one is, understanding the customer’s needs and designing your services accordingly. Once this thought is given priority then the steps taken to plan and execute the process, should be focused towards important things, […]
Fine etiquettes ensure long-term benefits in different walks of professionalism, including call centers. Call center etiquettes suggests some codes that should be followed by agents while dealing with customers. At the end of the day, the number of successful calls matter but the behavior of the agents speaks loud about the value behind the service […]
To run any business or an enterprise there are two scenarios, one is ideal and another one is real. And most of the efforts by the people involved in the business are more inclined towards an ideal scenario, considering all the available resources. If we talk about call centers, there are various factors that an […]
