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...
6 emerging CX trends for contact centres in 2022
We are in the wake of almost everything turning digital. As technology is ever-evolving, we wouldn’t know what a future contact centre would look like. But one thing is for certain: it is unlikely to be a “physical” entity. Customers’ expectations of business contact centre...
The What, The How and The Why of Using Call Centre Scripts in 2021
Self-service, live chat, chatbots, email — despite many alternatives emerging for customer support, the contact centre continues to be the most preferred way for customers to get their questions answered and problems resolved. A telephone conversation is often the simplest and fastest way to get...
When and Why You Should Switch to a Cloud Contact Centre Solution (& What to Avoid)
The pandemic forced companies to move to a cloud communication solution to ensure business continuity. While many businesses made the switch easily, some are still finding it difficult to let go of their existing investments in on-prem PBX solutions. The question they ask themselves is...
Outbound Calling Strategy- the Best Way to Boost Communication
Outbound calling is the life and blood of the modern commercial ecosystem. Not only does it open a direct line of communication with the customer but it also gives businesses a human touch. Be it for marketing, data collection, sales or information gathering, outbound calling…
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…
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