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With the e-commerce industry flourishing at the speed of light, the competition for delivering the best customer experiences rises. The advent of different communication channels means that choosing the best medium for your clients is a top priority. Today, people want to communicate with brands via channels convenient for them. Phone calls enable the company […]
Understanding UCaaS and CCaaS Modern customers expect smooth and seamless customer service. When buyers communicate with their favourite brands, they want their needs to be heard and their issues solved quickly. This means businesses today have no choice but to streamline their communication channels and make interaction as seamless as possible. And how do they […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
Remember the early days of digital marketing where we would get a whiff of excitement just seeing our names on ads, emails, messages? Personalisation—tailored experiences for customer engagement—has come a long way since then. In today’s hyper-connected world, personalisation needs a more robust and strategic approach since it is crucial in gaining a competitive edge […]
The food delivery business in India has taken off in the last few years. Brands like Zomato and Swiggy have started to offer quick and easy methods for customers to enjoy delicious food from the comfort of their own homes. Zomato’s impressive listing at their recent IPO affirms that food aggregators in India have come […]