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...
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...
A Cloud Contact Centre vs An On-Premise Solution: Which Is Your Best Bet?
The pandemic forced companies to move to communication models like a cloud contact centre 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...
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…
Use Robocall for Your Business and get Ahead in the Race!
Businesses today are becoming increasingly customer-centric. The competition now lies at who reaches the customer faster and engages better. As a result, each and every activity made by a business is translated to the customer via texts, calls or emails. But how does a business…
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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