How Chatbots will Change Call Center Customer Service in 2018 Chatbots? It’s the numero uno buzzword of 2018. Basically we’re talking about artificial intelligence (AI) that is able to understand human language to enhance the user’s experience. Satya Nadella, CEO of Microsoft, predicts that “the future of technology lies in human language” and that “conversation…
Symon Edmonds – January 23, 2017 How to Make the Call Center Experience as Pleasant as Possible for Your Customers Customer service is the cornerstone of any business. Your ability to give incredible service will ensure a loyal customer for life. But if they experience a rude agent or are kept on hold forever, that…
Symon Edmonds – January 16, 2017 How to Improve Forecast Accuracy in your Call Center Software A key component to running a highly successful call center software is to be able to control the costs associated with staffing. You want to balance the call demand with the correct number of staff. If this is done…
5 Ways How Lightning Voice and Predictive Dialers Work to Revolutionize Sales Processes Just a few years down the line since Salesforce introduced the Lightning Sales Cloud, an outstanding sales management feature in their CRM software, the company has again hit the headlines by rolling out the Lightening Voice. The CRM cloud giant announced that…
Symon Edmonds – January 12, 2017 Hear from Real Call Center Employees – What Makes for a Good Call Center Work Experience? We took a question to Reddit to see what makes one call center work experience better than another. For the uninitiated, Reddit is an online forum aggregator where people post about a wide…
Symon Edmonds – January 10, 2017 How to Measure and Optimize First Call Resolution with Call Center System First Call Resolution (FCR) is a crucial metric for a call center, and potentially more so for its clients. The sooner a customer’s problem is resolved, the happier everybody is. The customer no longer has their problem,…