Understanding CCaaS The concept of Contact-Centre-as-a-Service (CCaaS) has been attracting businesses for a few years. With the changes caused by the pandemic, this service seems to have gained more momentum. How a company addresses its customers’ concerns is a big priority to the modern-day buyer. The wide-spread access and availability of mobile devices have also […]
First things first: Weddings are exclusive affairs that everyone enjoys to the fullest. But, planning a wedding? Not an easy task! From curating a guest list to looking after decor, there are several elements that need to be taken care of. In fact, Zig Zigler, one of the most successful American authors, once said, “Many people […]
In today’s digital age, IVR (Interactive Voice Response) system with modernised calling technology has become vital in developing and advancing businesses across different platforms. Not only it allows callers to resolve issues with self-service options, but it also saves up on the company’s precious resources like time and money. However, riddled with limitations, a poorly-designed IVR […]
As the name suggests, parallel ringing or simultaneous ringing enables business call centres to automatically redirect incoming calls to all contact centre agents. In simpler terms, it sends calls to every available agent and has the fastest one answer. Essentially, parallel ringing allows brands to respond to their customers and prospective callers at a much faster rate than usual. […]
Cloud technology isn’t new, but there are still plenty of businesses who haven’t yet taken advantage of it. However, there’s no business that can’t benefit from cloud technology, so if you haven’t taken the leap yet, now is the time! If you run a golf business, you should already be using cloud-based software. Since the COVID-19 pandemic, […]
What is a call centre? A call centre is the part of a business that usually handles enormous volumes of calls from people who are either a brand’s loyal customers or potential buyers who may end up becoming loyal customers. The importance of call centres is increasing as more and more business operations happen online. Another factor is an increasing […]
Do you recall a poor customer experience from a brand before buying their products or services? Certainly, everybody does. Customers make perceptions about a brand with every interaction. This is why creating a stellar customer experience is crucial. Customer experience is closely linked to the image of the brand. Therefore, you need to identify and understand the […]
Let’s say, you are in a long meeting and don’t want to be disturbed. But you’re also expecting an important call from a client that you just can’t afford to miss. What do you do? Simple—you redirect the incoming call to an alternate number that belongs to a colleague or a supervisor and let them […]
Customer satisfaction and customer surveys According to Microsoft’s Global State of Customer Service Report, 90% of Americans use customer service as a factor in deciding whether or not to do business with a company. Needless to say, customer satisfaction should be the topmost priority of every business, regardless of the kind of products and services they offer. […]
Buyer’s remorse is a salesperson’s worst nightmare. What exactly is it, though? In simple terms, buyer’s remorse is the feeling of regret that a customer experiences after making a purchase, usually a major or expensive one. Buyer’s remorse can strike the customer at any time: right after the purchase is made, a few days later […]