Nectar Desk Wins Finances Online 2016 Customer Experience Awards For Call Center Software Since the launch of Nectar Desk in 2015, we have been working hard to refine the product and offer additional value above the other call center solutions in the marketplace. FinancesOnline, a popular business review directory, has recognized these efforts in their…
Symon Edmonds – February 21, 2017 How to Use Live Chat to Improve Customer Service in Your Call Center Software In this digital era where we spend so much of our day online, often interacting with automated response bots, a little human touch can go a long way. However, customers are not prepared to sit…
Symon Edmonds – February 15, 2017 Why Your Call Center Should be Using SMS “Speak clearly, if you speak at all; carve every word before you let it fall.” – Oliver Wendell Holmes, Sr. Remember pay phones? Telegrams? Remember letter writing and stamps? It was not that long ago where these were the modes of…
Symon Edmonds – February 8, 2017 How to Use Predictive Customer Service to Improve Satisfaction “The customer’s perception is your reality.” Kate Zabriskie By 2020 the customer experience will leap frog over product and price as the most fundamental brand differentiator according to a WalkerInfo report. Gartner’s findings on the subject reveal that “50% of…
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,…