Want the Socializing in Your Call Center to Stop? Think Again! If you’re struggling to stop the chatter happening amongst your agents you are not alone — but have you stopped to consider the fact that the socializing may actually be benefiting your call center software? Here are just a few reasons why not only…
The 4 Major Mistakes Your BPO Call Centre Might Be Making It’s becoming more and more common for big businesses to outsource their virtual call center software and telephone customer service departments. Given the change in technology over the last decade, the shift makes sense. When you account for the Cloud, big data, and automation…
8 Major Benefits from Outsourcing Your Bank’s Call Center According to community banks, there are 8 top reasons they choose to outsource their customer service and call centers. When the need to scale your operations arises, you are often faced with the decision of doing it internally or choosing to outsource. With outsourcing on the…
Call Center Bank: Who Is the One Answering Your Call? Call centers are growing, and big banks are some of their biggest customers and supporters. Last time you had to call your bank, you likely grabbed your credit or bank card and dialed the toll-free number that was on the back of it. Like me,…
5 Ways to Increase Your Call Center’s Efficiency There is countless moving part that contributes to the overall success of your call center, but there are a few key areas you want to focus on for maximum efficiency. Whether it’s getting better call distribution software or taking advantage of technologies like automated voice response systems,…
Call Centre Software & Maximizing Your CTI Productivity Maximizing your computer telephony integration (CTI) is essential if you want to maximize your call center’s output and efficiency. CTI technology is most often used to help improve human agent’s productivity via their desktop interactions. With the right call center management software, the opportunities are endless. CTI…
4 Reasons Your Call Centre Still Needs a Callback Service As call centers forge into the future and continue to make changes to meet their customer’s demands and expectations, the chatter often seems to revolve around digital planning. Everyone is talking about improving their applications and using web chat. But what about some of the…
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…