“If you wonder what getting and keeping the right employees has to do with getting and keeping the right customers, the answer is everything.” – Frederick Reichheld, American author, speaker, and business strategist. When it comes to excelling in customer support, your contact centre agents play a pivotal role. They are all the more instrumental in […]
Customer Experience (CX) is a highly competitive and rapidly evolving market. If businesses do not keep up with the latest developments in consumer service technology, they risk losing a chunk of their clientele to competitors. With the rise of technology in the last couple of years, contact centres have also revamped and upgraded their systems. […]
The new normal has changed every industry, and the F&B (Food and Beverage) segment is not an exception. Thanks to social distancing, dining out is not an option anymore. Those who love eating out, unfortunately, have to make do with getting food delivered to their homes. This, of course, has led to an upsurge in […]
“Customer service is an opportunity to exceed your customer’s expectations.” – John Jantsch, author, speaker, marketing consultant. According to a Hubspot report, 93% of customers are likely to make repeat purchases with companies who offer excellent customer service. Customer service, therefore, is the cornerstone of successful businesses because it makes your brand stand apart in […]
Business communication, like all others, is in a transitional phase with the pandemic on its head. However, this also means that there are new opportunities for organisations looking to enhance their offerings and adopt new technologies. Cloud solutions have already transformed the infrastructure of some of India’s most successful organisations. Basically, cloud telephony refers to […]
For someone who is a part of a call centre in any way, be it an employee or manager, the most important aspect to consider is what the client wants. Then, the question that follows is: are we satisfying these needs? “We all need feedback. That’s how we improve.” These are the words of the […]
Communication is one of the cornerstones of business operations, and no organisation can survive and thrive without it. Small or large, all enterprises invest in communications technology these days, with solutions such as real-time messaging, file sharing, and voice and video calls. While legacy systems rely on on-premise unified communications technology, UCaaS has emerged as the latest […]
When it comes to winning customers in the competitive business world, everything boils down to providing exceptional customer experiences. The rule applies to all business verticals, including financial services. In fact, customer experience matters a tad bit more because trust is the most important factor for BFSI players; especially during a pandemic. Typically, customer experience […]
While some may assume that SMS is dead, it’s still very much alive and ruling the digital marketing arena. Mobile engagement is incomplete without a well-executed SMS strategy. It’s still the easiest and the most cost-effective tool for businesses to connect with their customers personally. There is no doubt that social media, print, and web […]
As soon as you dial a helpline number, chances are that you’re greeted by a prerecorded message, one that guides you step-by-step for a solution. This pre-recorded message is played via an Interactive Voice Response (IVR). Since the IVR takes care of the entry-level communication that takes place with customers, it plays a major role […]