A call center is a melting pot of myriad business activities — from customer support to market research, from lead generation to order cancellation. Depending on a combination of factors such as the size of the organization, location, business goals, scale of calls, kinds of...
Call Center Software: Ten Features That Give You Edge Over Competitors
As per Hubspot, 69% of customers prefer telephone support over any other channel. Despite the rise of live chat, chatbots, self-service etc., customers prefer calling on phone support to get their questions answered or problems solved. On the other hand, a good phone support is...
Guide to Live Call Center Dashboards
In most enterprises, call centers handle a staggering number of inbound and outbound calls every single day. The list grows if you take into consideration missed calls, disconnected ones, calls in queues etc. A live dashboard is the backbone that holds these call center operations...
Call Centre Management – Effective Tools, Processes and Metrics Businesses Need
Businesses set up call centres with one goal in mind: Delivering a stellar customer experience (CX). But great CX needs more than just setting up the phone lines. It requires ongoing call centre management that ensures calls are being received and answered, customers are getting...
Inbound & Outbound Call Centre Script Examples (+ Best Practices)
(This post was last updated on January 2022.) A telephone conversation is often the simplest and fastest way to get something done, especially now, given the levels of anxiety and restlessness resulting from the global pandemic. When customers call a contact centre, they expect...
Virtual Receptionist vs. Traditional Call Centers: Which is better for your business?
Handling business and customer calls need more than just professionalism. It requires intuitiveness as well to keep a track of all incoming calls, monitor conversations and most importantly, direct calls to the right departments at the right time for timely solutions. A virtual receptionist is…
Are Contact Centers Killing Customer Engagement?
Ever dreaded reaching out to a contact center (aka call center), even if you really needed their help? We’ve been there too and have often ended up waiting for a support rep to answer our call for several minutes. But the predicament doesn’t end there….
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