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The advent of the world wide web in the 90s opened a new way of doing business. With the launch of several online businesses, customers began preferring the relative ease and flexibility of interacting with businesses online. Today, almost all businesses are online—from service to e-commerce. This resultant clutter makes it difficult for an upcoming […]
The last few years have seen digital technologies and artificial intelligence drastically change the contact centre software industry. In a post-pandemic world, customers are now using more channels to communicate than ever before. As new strategies, work cultures, technological upgrades continue to flood the market, here are six trends that are paving the way for the […]
Customer Engagement for Flawless CX With over 214 million businesses worldwide, customers have the power to buy from anywhere, anytime. The only way you can stand out from the crowd is by offering flawless customer service. In fact, a study by Forbes states that 84% of the people surveyed believe AI can help them gain […]
Customer surveys help businesses collect crucial real-time feedback from their target audience. Regular feedback collection lets businesses make important changes to products and services and align them with buyer expectations. This results in a seamless customer experience and a strong competitive edge. According to American Express, customers are usually willing to spend as much as 17% more on a […]
Shifting Consumer Behaviours: What Can Businesses Do Differently? The COVID-19 pandemic has toppled our economy. Several small businesses had to go off the market and even corporate giants had a tough time maintaining their bottom line. The lengthy spans of social distancing, quarantine and lockdowns also altered consumer habits. Now, businesses that aim to return […]
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 […]
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, […]
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 […]