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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 […]
Although there are many contenders for the top position among modern call centre solutions, skill-based call routing has to be one of the main ones. With skill-based call routing, the future of call routing is here. Skill-based routing is a cloud telephony feature that analyses customer data when a call comes in and automatically routes the caller […]
Almost every industry today has adopted different kinds of personalised approaches in how it communicates with its customers. Some of the major reasons that prevented companies from fully embracing different facets of personalised customer communication earlier were data privacy concerns, traditionally implemented systems with minimal automation, etc. However, as far as personalisation in the communication process is concerned, a survey from Accenture reports that […]
What is call tracking? Call centres are the frontline workers for your business service. They are often the first touchpoint for customers for both pre and post-sale activities. With the right marketing practices, calls within a contact centre can increase. Call tracking software is nothing but a tool to analyse these inbound calls. Reports suggest […]
The holiday season may mean downtime for many, but it is often one of the busiest times of the year for call centres and their agents. Fortunately, it is also a time when businesses see an uptick in their revenues—often a big one—and it’s vital to capitalise on it. The question is, is your call centre holiday season-proof? These are some […]
As the world continues to fight its way out of the global pandemic, one of the fastest emerging trends that many people are willing to venture into is that of freelancing. Freelancing offers people a much greater level of flexibility and comfort as they get to work from wherever they like, whenever they like. According […]
As the e-commerce industry flourishes, e-retail revenues are expected to rise to a figure as steep as 5.4 trillion US dollars in the year 2022. Although presently Indian businesses use centralised virtual numbers for managing huge volumes of incoming calls, now there are providers that also help businesses procure Indian virtual numbers. Even today, a phone call continues to be […]
The meaning of Interactive voice response or IVR is an automated system that interacts with the caller. The caller hears the IVR system menu, presses keys on the phone as prompted by the IVR, and the system responds appropriately. On the basis of the responses provided by the caller, the IVR either provides the required […]
The cloud solution industry has been growing rapidly. Owing to its ease of use, businesses across the world have already migrated to the cloud. Experts predict that 95% of workloads will be on the cloud in the next five years. The size of the market reached $266 billion and is expected to continue growing. This […]