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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. […]
An excellent customer service team is what you need to deliver a stellar customer experience. However, a great team isn’t just built overnight. Dedicated training and onboarding strategies for your employees are crucial for a successful customer service team. In a remote working environment, it is especially paramount to ensure development and progress to keep […]
Did you know that India recorded the highest air pollution exposure in the world in 2019? The state of our environment is deteriorating by the day, to put it mildly. Globally also, resources are depleting by the day—painting a very bleak picture for the near future. This is more evident in energy-hungry economies like India. […]
Brand trust has become the top priority of customers, especially in the COVID-19 pandemic era. But remote working has made it more challenging than ever. Amid this shift, cloud telephony has emerged as the hero of most organisations as they can connect with their customers, no matter where there support teams are working from. Even […]
When it comes to engaging your customers with a quality experience, call management is an aspect you cannot overlook. Essentially, the process focuses on being there for the customers whenever they need you and providing satisfactory responses to their calls. Needless to say, then, this is easier said than done, as it requires you to […]
What did advertisements look like when you were a child? Perhaps that famous actor, or those two dogs dancings, or even that touching tale of mother and child? If not the visuals, we bet you can still hear the jingles play in the back of your head. At the same time, remember numbers like Airtel […]
2020 has been rather rocky and, in this time, businesses are struggling to maintain continuity. Since it has become increasingly difficult to actively hunt for new sales leads, customer retention has gained prominence. Customer retention refers to the ability of any organisation to continually bring in business from current clients over a long period of […]
Nothing is more important than communication for businesses in today’s competitive landscape. In fact, it is more important for a client today than ever before to be able to communicate with their company of choice with ease. Therefore, it makes sense for you, as an organisation, to go the extra mile with every communication channel, […]
The COVID situation has brought an unprecedented crisis for global businesses as they have suddenly been forced to move on the remote operating model. The biggest challenge is perhaps for the customer-facing operations because this is where a business cannot go slack. Remote or not, you have to make sure that your customers get the […]
Whether it is about achieving your growth potential or outpacing the competitors, the customer experience (CX) you deliver can make all the difference. Even the best products, competitive prices and superlative ads will not work unless your CX is exceptional. It is clear that CX, rather than product and pricing, is the primary brand differentiator […]