Self Service Technology or SSTs are service interfaces that a customer can use without the help of an operator. An ATM (Automated Teller Machine) was the first self-service technology introduced to us. It replaced the people who usually dispense money at banks or help us check our account balance. In fact, the self-service technology market […]
In the world of cybercrime, targeting of businesses is commonplace. It is not just large businesses that are threatened by such attacks. Unfortunately, whether an organisation is big or small, the vulnerability exists. And it is important to be cognizant of disruptions that such attacks can bring about. This is certainly an important topic for […]
Zoho’s Customer Relationship Management (CRM) is an award-winning omnichannel platform that helps businesses convert more leads, engage effectively with customers, and much more. Zoho CRM brings together all of a business’s customer service, communications, and information in one place. To easily access and refer to customer data on the go, you can integrate your hosted […]
Let’s say, you are in a long meeting and don’t want to be disturbed. But you’re also expecting an important call from a client that you just can’t afford to miss. What do you do? Simple—you redirect the incoming call to an alternate number that belongs to a colleague or a supervisor and let them […]
Customer satisfaction and customer surveys According to Microsoft’s Global State of Customer Service Report, 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Needless to say, customer satisfaction should be the topmost priority of every business, regardless of the kind of products and services they offer. […]
Although there are many contenders for the top position among modern call centre solutions, skill-based call routing has to be one of the main ones. With skill-based call routing, the future of call routing is here. Skill-based routing is a cloud telephony feature that analyses customer data when a call comes in and automatically routes the caller […]
No matter how rapidly technology advances, it can never replace the connections humans build with each other. This is why, even today, when customers have myriad tools to gain query resolution, they still prefer to connect with a contact center agent over a phone call. It is this need for human interaction that makes free […]
What is call tracking? Call centers are the frontline workers for your business service. They are often the first touchpoint for customers for both pre and post-sale activities. With the right marketing practices, calls within a contact center can increase. Call tracking software is nothing but a tool to analyze these inbound calls. Reports suggest […]
As the world continues to fight its way out of the global pandemic, one of the fastest emerging trends that many people are willing to venture into is that of freelancing. Freelancing offers people a much greater level of flexibility and comfort as they get to work from wherever they like, whenever they like. According […]
From the way we connect with people to how we consume information and purchase goods—we prefer everything to be seamless and quick. The scenario is no different for your customers. They no longer just look for affordable products. They prioritise speed, accessibility, flexibility, and convenience. In fact, today, offering convenience is better than being better. […]
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