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The marketplace has long shifted from a product-centric landscape to that focussing on services. In simpler terms, it’s all about customer satisfaction. A happy customer ensures repeated sales, word-of-mouth recommendation, and a bright brand image overall. The key to a positive experience is efficiency, and that’s where IVR system steps in. IVR or Interactive Voice […]
ASR, or Automatic Speech Recognition, combines the realm of computer science, linguistics and electrical engineering to deliver an enriching tool for communication and business insights. Today, combined with deep learning and big data, ASR engines can seamlessly translate the spoken word into text transcripts. Whether you’re a freshly-minted agent or are placed higher up on […]
The business landscape is growing more competitive with every passing day, making survival and growth a challenge. Unless you think beyond the ordinary, you cannot expect the customers to choose you over the other businesses offering similar products and services. Essentially, your sales greatly depend on the way you approach the potential customers because the […]
Call center managers have to take a lot of critical decisions to ensure their team delivers exemplary customer service. As easy as it sounds, making these decisions are no cakewalk. You need to have measurable performance indicators in place to assess what is working and what is not working for your call center. Here is […]
Ever wonder how an enterprise manages a haystack of calls, while only employing a handful of operators? This is done via automation, and one of the perks of automation is interactive systems. An interactive system facilitates interaction between humans and computers. The first interactive systems were a Graphical User Interface (GUI) that one uses every […]
Call centre is designed to handle centralised support by facilitating communication in every nook and corner of the world. It handles a large volume of requests by telephone. Nowadays, with the spread of technology and mobile phones, it has raised awareness. Billions of people are looking forward to call centres in order to get prompt […]
A virtual platform is where the customers and the agents speak with each other. To make this communication more efficient and result oriented, it is necessary to keep your call management system well equipped. The most necessary factor in the call center environment is, maintaining an uninterrupted conversation between customers and agents. An effective call […]
(Update: This blog was originally published on 3rd July 2017 and was last updated on 12th June 2020 for comprehensiveness and accuracy.) Simple and effective communication is the key to any business transaction. Be it, reaching out to a potential lead or a simple query resolution, seamless interaction is vital. In this digital era, where […]
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 […]
