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…
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…
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,…
Symon Edmonds – December 19, 2016 Key Metrics to Monitor in Your Call Center to Boost Your Business Todays’ customers are looking for immediate responses to their queries and requests. Call Center software has evolved to be able to expertly track how your business is faring with customers calling in. It provides you with in…
The Movement Towards “Working from Home” and the Remote Workforce These days most companies are trying to keep an eye on their bottom line by finding new ways of saving money and improving margins, return on investments and overall profitability adding more to their bottom line. Many companies and especially start-ups are now forgoing the…
Originally published April 28, 2016 To Survive and Compete Organizations Must Focus on Personalizing Their Customer Experience In today’s technological world, the options are limitless and competition is fierce. Every business to business company makes claims that they are the right choice. We are constantly bombarded with marketing campaigns on the next great tool that…