Category Archives: Contact Center Solutions

Apr 09

Contact Center Integration with AI: Driving the Intelligent Customer Experience

Nowadays, the Customer Experience is a key factor and the most important differentiator than the price and product that is sold. Well, it’s quite true. As the world is witnessing many emerging technologies, the customer experience is gaining importance equally. Even, the number of customers is also increasing and so their expectations. Once, the world was hit by “mobile-driven” technology and brought many new changes. However, the time has passed by, and now, the new technologies have come into being. “Every single interaction, the most minute details of the interaction you have with your customer, are an opportunity for you ...

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Aug 09

Call Center Setup Checklist : Starting from Scratch

setting up contact center

A satisfied customer garnishes your brand and makes a successful pathway for your business. That is the reason why, customer experience is the paramount factor to be considered that impacts the willingness of the customer to become a loyal advocate. Building up a call center for your business is like investment made in enhancing the customer experience. A Global Contact Center Survey conducted by Deloitte (2017) showcased that 71% of enterprises agreed with customer experience as one of the main drivers of growth in contact centers IN 2015 while by 2017, this number enhanced to 88%.  In this blog, we aim ...

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Mar 19

Outbound Call Center regulations/best practices in India’s Contact Centers

Outbound Call Center regulations / Best practices in India's Contact Centers Outbound contact center generally rely on the principle of mass dialing to targeted audience & thus connect them to agents. To keep them in check generally there is a regulatory body in every country which defines mandatory rules & regulations to be followed by contact centers. In India, TRAI has laid some rules & in UK OFCOM is the communication's regulator stating Outbound call center regulations.  Following list consists of some of the best practices(which includes TRAI & OFCOM regulations) that can be followed by outbound contact centers: 1. To achieve improved ...

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Mar 12

Contact Center Innovations and Advanced Call Center Features

New contact center innovations have come to the forefront so that now there can be no compromise made in achieving total customer's satisfaction. Their goal must be to fulfill the demands of both the customers as well as the contact center managers. Progressive technological trends and contact center innovations are here to set up new future goals for today's business!  Let us see some of the New Set of Goals for Outbound Future Proof Contact Center : 1. Zero Dropped Calls : The outbound dialer is given a specified number of contacts to dial. When the number of calls connected to ...

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Jan 23

List of Call Center Terminologies : A to Z Contact Center Glossary

Call Center Terminologies

This blog aims to talk about some of the call center terminologies that everybody must be aware of in the world of customer service. Let us have a look at the compete glossary below: 1. Abandoned Call : A call or any contact to the contact center that is ended before any conversation occurs.  2. Agent : A call center agent also known as call center representative is a person who is responsible for handling incoming and outgoing customer calls or any other communication with the customers in the contact center of an organization.  3. Automatic Callback : If ...

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Dec 29

7 Must have features of Contact Center Solution

Since the enterprises are becoming more customer-centric these days, they do not want to leave any stone unturned in order to provide complete satisfaction to their clients. Quality of call center services provided, determine the probability of customers who choose to stick to your brand. This calls for the need to unleash the full potential of contact center services to make an easy pathway towards providing better services to the customers. Here we have tried to cover some of the best basic features of contact center solution which one must choose for their business.  7 Must have features of Contact ...

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Apr 09

10 Call Center KPIs to consider for Success to chase you

calll center KPIs

According to the all popular American businessman and entrepreneur, Sam Walton, "The goal of a company is to have customer service that is not just the best but legendary." Without a shadow of doubt, building strong customer relationships is like laying a foundation for evangelizing your brand name and to boom your business. This calls for a need to evaluate the call center performance to ensure that the customer's satisfaction is reached and productivity is enhanced.    Here in this blog, we are going to discuss some of the essential call center key performance indicators KPIs and latest metrics to ...

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Sep 12

OmniChannel Contact Center- Innovative Approach For a Superior Customer Experience!

  What is the important thing that the enterprises must keep in consideration to remain ahead of the curve in the competitive market? The answer is customer’s satisfaction. Customer’s satisfaction can be gradually achieved by surpassing  their expectations while simultaneously delivering them seamless & unique experience. This blog is an attempt to talk about that how OmniChannel serves as a modernized way to the contact center services and a flawless pathway to evangelizing your brand name. Let me begin by citing a hypothetical example! A common customer has his bank account in a major, esteemed bank and would like to ...

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Mar 29

5 step guide to select a contact center solution for your business

guide to contact center solution

A budding business needs all the help that it can obtain. There’s a point when the clients and customers start pouring in, and the phone never stops ringing. Companies have to keep up over soaring consumer expectations (they want immediate resolution otherwise they switch to another player in market). Adding to that volume of queries is also increasing due to emergence of new channels. Contact Center Solution is becoming more of a strategic asset for enterprises. However, many enterprises may find it difficult when it comes to evaluation of a right contact center solution. Market is filled with myriad ...

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