What is an IVR? How IVR Can Improve Your Customer Service? Bet that it has been not even once or twice in your life when you heard an automated menu when contacting a company for service. That menu is interactive voice response (IVR) at work. In its common form, IVR is an automatic response that…
5 Trends Pushing Contact Centers into The Future Depending on how long you’ve worked in this industry, you’ve probably seen it all. Twenty years ago, agents in call centers were dealing by hand and using rulers to pick through the public numbers in the phone book. Today? It’s an entirely different world. Fast forward to…
Moving from Traditional to Hosted Phone Frameworks – the Gains It’s a not a debate anymore. Cloud based phone system for small businesses is the real deal. Over the past decades, big enterprises have dominated markets and overshadowed startups and SMBs, but with the cloud, everyone has a leverage when it comes down to grasping…
Get to Know How CRM Call Center Solution is Shaping the Future of Businesses A survey undertaken by Fortune indicates that online products/services form 51% of consumers’ total purchases. As e-commerce industry burgeons, companies must come up with strategies to manage the widening fickle client base. The rise of customer relationship management tools (CRM) is…
Which Network Powerful for VoIP: WiFi or Ethernet? First, check my post here if you’d like to know more about VoIP. As we dawn for days where we need super-fast internet speeds to support the Voice over Internet Protocol (VoIP) processes in the contact center, it’s good to understand which network offers a seamless, reliable…
What Cloud Innovations Can Contact Centers Use? Corporations across the globe are taking service delivery to the next level regardless of their respective industries. With technological advances mushrooming in every economy, contact centers are among the sectors that have witnessed dramatic changes that shape communications within a firm and the outside world. Among the most…
Sounding like a Human and Not a Robot in Call Centers Verbatim! Verbatim! Verbatim! This form of disseminating service to the prospects through scripting is eroding the essence of creating rapport and fostering human interactions in call centers. Do you read scripts directly without saying things such as “hi, how have you been today? How…
How Call Center Outsourcing Has Transformed With Technology It is surprising how technology is taking the world by a whim and forcing businesses to fit into the new system where everything is driven towards automation and artificial intelligence. Call center outsourcing processes are already feeling the heavy foot of technology. Companies outsource for various reasons:…
The 5 Biggest Reasons your Call Center Needs to Go Mobile In case you haven’t heard, businesses who aren’t mobile friendly are lagging behind those that are. According to the Forrester Research Group, it’s estimated that 4 billion people worldwide will own a smartphone by 2019 — which is less than two years from now.…
Big or Small, Your Business Should Embrace Mobile & SMS Marketing In today’s digital world, businesses of all size are realizing the sheer benefits of mobile advertising. Consumers are tied to their devices, so getting into the palm of their hands has become crucial in order to remain competitive. Here are some of the biggest…