The Long-Term Reality of Working in Call Center Systems Anyone who has ever worked for a call center will be able to relate to this. As with any career, there are nuances and realities that only those who have held these jobs can truly understand. Working in a call center system can often feel like…
The 7 Ways to Win With SMS Marketing in 2017 Text messaging marketing, or SMS marketing, is a phenomenon that continues to escape many businesses. But, when executed properly, it can yield significant results for the businesses who do it right. Outsourcing this to a SMS Call Center is happening more and more every day.…
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…
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…
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 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…