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With the rise of digital technology and the emergence of new communication channels, the concept of customer interaction has taken on a whole new dimension. It is becoming more...
You are aware that technology will be critical in 2022 and beyond for the industry. And that without a good review of your contact center technology, your company will...
Many factors impact an outbound call's success or failure, beginning with adequate planning and preparation. As a result, running a prospecting campaign requires a solid outbound strategy.
So the challenge...
Are you worried about your agents missing important calls? Did you notice that your contact rate is low? If you're like a lot of businesses, there's a good chance...
In recent years, VoIP (Voice over Internet Protocol) telephony has been a common practice in the contact center industry. This technology is now highly useful since it lowers the...
Contact Center Solutions: 12 Reasons Why An Upgrade Is A Must & Why It’s Essential For Your Success!
A company may have to change its technical solution for many reasons, including the need for more advanced and customizable features. Whatever the driving force behind this transition, it...
Cloud Contact Center Solutions (CCaaS) are replacing old technologies and opening up new potential for organizations. These solutions are more than simply a tool for making and receiving...
The KPIs that are appropriate for your organization will serve as your compass. A compass that provides your managers with direct visibility into your data, and particularly into the...
The first impression always lasts! So, when you design your interactive voice server, you have to think very carefully about how your customers will feel and how easy you...
It is expected that in 2022, customers will be able to communicate with your contact center over a wide range of channels. In light of these developments, it is...
According to current data, employee turnover has been on the rise. Recruiting, training, and replacing lost personnel are all part of the challenge employers face as they lose key...
The average call handling time (AHT) is widely used to assess the efficiency of individual customer care representatives and the overall performance of the company. Customer relationship centers can...
Managing a contact center entails not only establishing customer relations activities, but also monitoring their impact, efficiency, and profitability. To enhance customer experience, you must adopt a steadfastly data-driven...
Once digital channels are adopted, it is essential to promote them so that so that your clients can use them. In this perspective, call deflection responds to this problem...
Call abandonment is a metric that may be used to assess a contact center's performance. The purpose is to provide the best service possible to customers. Observing this key...
Too often, contact centers agents fail to communicate essential portions of these conversations to their colleagues, and consumers avoid taking notes in favor of relying on their flawed memory!...
The pandemic has had an impact on the relationship between brands and customers. But how can these brands rekindle the enchantment in the consumer experience? And how can you...
Clients expect great and personalized customer experience from your agents and supervisors who are well-trained and informed on your products and services. But that can only happen with good management from...
Cold calling is a method of acquiring new clients. It is one of the oldest ineffective-yet-effective methods from a marketing and selling point of view. Cold calling is not...
Tracking the success of your contact center is also an excellent way to motivate your employees while providing an amazing customer experience. As a consequence, your agents are happy...