Customer service plays a critical role in the success of a business. Excellent customer experience can drive retention and give your organisation a competitive advantage. When it comes to meeting customer expectations, a lot depends on the impression you make at the first point of contact. An Interactive Voice Response (IVR) might be the first thing your […]
There’s a good chance that you will roll your eyes if we say organizations active in the social service industry need just as rigorous tech support and streamlined communications systems as their counterparts in corporate sectors do. A lot of us often imagine not-for-profit organizations functioning with threadbare operational systems in their offices. News flash: […]
For every organisation, the HR department is like the heart of the business. Undoubtedly, the human resources sector is an integral part of companies. This particular department impacts the minutest aspect of businesses. From managing people, hiring and onboarding employees to employee exit processes. Needless to say, HR plays a cardinal role in the seamless […]
Customers can make or break a business and are the true backbone of its success. Considering that they are the lifeblood of your brand, you do not want to leave any stone unturned in making them happy. The quality of services and customer care that you offer are vital to your growth. Customers will not […]
The State of Global Customer Service Report by Microsoft has some interesting statistics on customer experience: 58% of consumers consider customer service as a leading factor affecting the choice of a brand. 61% of consumers stopped transacting with a brand after an unsatisfactory service experience. 59% of consumers expect better customer support than they did a year ago. […]
India is a country of plurality. We are home to not only diverse cultures or languages but a multitude of political identities as well. The sheer number of political parties that exist within the country reflect the same. Our dance with democracy or elections is never too far away. General elections give way to state […]
Not-for-profit organisations often take part in a range of activities, dealing with lots of different customer bases—from businesses to supporting people in the community. Therefore, it is important that they have a strong and reliable communication system. Of course, the cost is a big factor for NPOs since they aim to use as much of […]
Happy customers are the mainstay of success for all types of businesses. All one needs to do is understand their expectations and be proactive. Listen closely to look for opportunities and pay attention to everything a customer says. Thankfully, gathering loads of insights with your contact center operations is not a tough task at all, […]
According to the Office for National Statistics, almost 1.7 million people in the UK work from home. This amounts to approximately 5% of the 32.6 million working population. The report also states that 8.7 million people have worked from home at some point in time. Though several companies are still getting accustomed to the shift […]
Voice over Internet Protocol (VoIP) is fast becoming the primary phone service option preferred by most consumers and businesses. Global Insights Market Inc. projects that the VoIP market will hit $55 billion by 2025. A significant factor contributing to this growth is the increasing popularity of workforce mobility and extensive features that VoIP offers, like […]
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