Five years doesn’t sound that far away, but it is a long time in terms of customer service. If we think back to 2015, online customer service wasn’t as prevalent as it is today, and physical premises were still very popular. Social media had its place in customer service, but brands did not expect customers […]
In this era of steady digitisation across industries, cloud-based solutions like UCaaS and CCaaS have gained much-deserved prominence. These services offer a host of benefits while being cheaper to operate and maintain. Before we delve deeper into this set of comparisons, let us take a look at what exactly the two terms mean. What are […]
The quality of customer service your business delivers depends not only on how seamlessly your agents can resolve issues but also on the availability and precision of the services you offer. During this COVID-19 pandemic, businesses have been pushed to create a smooth remote environment for their employees. Therefore, it has become difficult to have […]
The world runs on numbers. That’s why it comes as no surprise that customer experience has also become largely data-driven. Rising user expectations demand more than just routine conversations from contact centers—businesses are under pressure to proactively gauge consumer needs and interests. To achieve this, you need to gather sufficient data about the target audience. […]
Customer service is more important now than it’s ever been. In a world of uncertainty, the experience you can deliver to your clients is what makes them hold on to you, now and for the future. There are plenty of ways in which you can invest in customer experience (CX)—for example, through a feature-rich cloud […]
We’ve come a long way from Alexander Graham Bell’s invention of the telephone. Over the years, a multitude of innovations has become critical to a firm’s operations. One such product is the softphone. This telephony system doesn’t even need a wired desk connection or a business phone device. It operates entirely on the cloud which […]
Technology innovations support businesses, help maintain performance, and sustain productivity during an unexpected crisis. However, engaging employees through online resources continues to be a challenge. Cloud computing has enabled on-site interaction irrespective of the location of the employees. It has empowered organisations to function normally in a distributed set-up. The cloud-managed service landscape is becoming […]
In the current competitive scenario, organisations have begun to outperform each other based on the quality of the customer experiences they deliver. According to a digital trends 2020 report, “Companies that prioritised and effectively managed customer experience were three times more likely than their peers to have significantly exceeded their top business goals in 2019.” […]
Striking the right balance between personal and professional life is a huge challenge. With office schedules busier than ever, it’s vital to effectively juggle between professional responsibilities, family commitments, and spare equal time for self-care. As employers, you may not be directly responsible for providing your workers with a perfectly balanced lifestyle. But, you can […]
Call center managers have varied and fast-paced jobs. They need to be able to think on their feet and be adaptable at all times. Successful call center managers should take time each day to prepare and keep a close look on their agents. This way, they can ensure the best possible customer service is delivered […]
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