A customer called your support line for the third time in two weeks about the same billing issue. Your agent resolved it, again, and marks the ticket closed. But here’s what no one captured: there is a shift in her tone. During the first call she was hopeful, then she grew frustrated in call two […]
Your contact center handled 1500+ calls last week. Your team hit their average handle time targets. CSAT scores held steady at 4.2 out of 5. But your VP just asked why three enterprise deals stalled in the final stage? Now you’re staring at a dashboard that can’t answer the question. Here’s the uncomfortable truth: most […]
TRAI’s updates in the TCCCPR regulations proposed mandating financial entities to use the 160 number series for service and transactional calls. With this, they aim to curb Unsolicited Customer Communication (UCC) and protect the users from fraud. Before this update, TRAI had mandated businesses to use numbers starting from 140 to make calls. But there […]
Business Process Outsourcing (BPO) has become an integral part of modern business operations. In the last decade, several companies have begun subcontracting their operations to BPO companies both locally and offshore. BPO services mostly range from customer and technical support to accounting, executive assistant services, and data entry. Given the enormous number of customer calls that […]
Your sales team spends the majority of their day on non-selling activities like dialing numbers, waiting for connections, and hitting voicemails. That’s a significant amount of expensive labor hours generating zero revenue. Predictive dialer promise to reclaim that time. They can help boost agent productivity by automating the dialing process and connecting agents only to live […]
Here’s what nobody tells you about budgeting call center software costs: The subscription fee line item is often the smallest part of your total spend. While you obsess over per-agent software fees, you might be overlooking infrastructure, integration, and hidden charges. These have the potential to double, or even triple, your actual investment. So, the […]
Your contact center shouldn’t hold your growth hostage. Yet that’s exactly what’s happening to businesses relying on Avaya’s increasingly restrictive platform. Avaya filed for bankruptcy in 2023, which shook the market’s confidence in the platform. They now require a minimum of 200 seats to qualify for sales for their AXP Public Cloud service. Additionally, their […]
The difference between a loyal client and a lost one often comes down to a single interaction. Studies show that even a single poor experience can make 1 in 3 customers walk away from your brand. It is important for you to not only be present on all your customers’ preferred communication channels, but also […]
Change is inevitable. Over the years, customer demands and customer expectations have changed and evolved considerably. Moreover, the concept of consumer experience has taken on a whole new dimension. In this saturated industry, quality of service is often a key differentiator for the company. Automated operations and digitized customer service have taken over. The future […]
If you are setting out to build a contact center, one of the first big decisions is whether to go with a cloud-based solution or stick with an on-premise setup. Both have their pros and cons. While cloud contact centers have become pretty popular over the years, plenty of companies still choose to keep things […]
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