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 an accurate, speedy and appropriate resolution for their concerns....

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 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…

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…

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…

There are a few call metrics that an SME needs to measure to gauge the health of the company as well as get insights for better decision making. As always, there are some call metrics that matter and some that don’t. Call Metrics matter A…