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customer service and call center metrics to measure performance

Call center metrics to measure an agent’s productivity

Your call center agents are the lifeline for your business. They work in the frontline, bravely step in to provide great solutions, go through every challenge and deliver excellent customer service. They make numerous decisions to solve customer queries and in return provide the best customer experience. The statistics tell us that the way customer service reps respond to customers…

How to deal with angry customers

How to handle stressed and angry customers

Customers have a variety of questions and problems regarding their purchases every time. They need quick support and extended help in almost no time. Because of this, Customer call centers don't often see dull days. Customer service representatives handle a variety of calls of stressed, angry and confused customers. All they want is quick resolutions. For a call center employee,…

Customer service skills mandatory for a agent

Customer service skills and why do your agents need them

Customer service representatives are the ones who interact with your target audience. They need to be on their toes and work in accordance to provide first-class service to the customers. They need to be appropriate with their words and understand the sentiments of the customers. No matter how great your product is, if your service reps aren't working on point,…

Reduce hold time with Cloud telephony

Tips to reduce hold time in your call center

Your customers need your maximum time and attention. In order to be a brand who cares for its customers, not only when someone buys something, but also with the after service. All they need is someone who can solve their hassle immediately and provide first call solution. Customers call a service call center when they feel lost or have complaints…

Omnicannel call center for your business

All about the Omnichannel call center – AI & Chatbots

Times have changed and unlike the past years, technology is rapidly evolving and providing newer ways to work. The customers before didn't lay their hands on various channels to contact their service providers. But the contemporary customer is well versed with ways he can get his answers without waiting in long phone ques. He wants to interact in the best…

Learn tips and tricks to improve agent productivity

Ways to improve call center agent productivity and performance

Customer call center's main focus area to provide great customer satisfaction and service. For this, they rely on agents with great communication, interaction and understanding skills. To provide satisfactory services, all the agents need to be dynamic and active in every sphere of their tasks. If your agents are slow, shy or unproductive, your business is at a greater risk…

How to build a customer centric culture in your organisation

Important Considerations While Building a Customer Centric Culture

Every business that exists, exists for a reason. A reason to create demand, fulfil desires, cater to particular problem areas and at last to make profits. Everything an organisation does is for its customers. If there are no customers, there is no point to put forward efforts. Customer is a king and he always has been. He desires to be…

enter the new future with a virtual call center

Virtual Call Center – A step towards the new future

Adapting modern technologies and the art of remote working has become a matter of survival for almost everyone. The need of the hour is to maintain business continuity in alignment with the current situation. The ones who are the most struck by this pandemic are the ones working for the call center industry. Working from cubicles and now adopting an…

Understand why customer satisfaction is necessary

Keeping up with customer satisfaction while working remotely

The transition from normal to new normal a.k.a regular workdays to working remotely has been tough for every business. But for Business continuity during the pandemic, it is mandatory to provide employees with a safer work environment.Smoother operations require every employee to work in collaboration and strive to achieve their goals. But as easy as it sounds, working remotely has…

Virtual agents simplifying customer interactions

Intelligent Virtual agents driving Customer satisfaction

The Digital era has seen amazing technologies and with the use of which we are able to simplify lives. Not just lives, but we have also transformed how we communicate and solve our daily problems. Transitioning in the digital era, making smart choices, using social media is what every consumer is actively adopting. The contemporary customer wants faster services without…

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