We regularly come across terms like baby boomers, Gen Z, and millennials in multiple conversations about ‘generational gaps’ and the tech-savviness of millennials are often one of the points of discussion. For the uninitiated, millennial refers to anyone who was born between 1980 and 2000, effectively putting them in the age bracket of 21-41 currently. […]
As the name suggests, parallel ringing or simultaneous ringing enables business call centers to automatically redirect incoming calls to all contact center 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 […]
Self Service Technology or SSTs are service interfaces that a customer can use without the help of an operator. An ATM (Automated Teller Machine) was the first self-service technology introduced to us. It replaced the people who usually dispense money at banks or help us check our account balance. In fact, the self-service technology market […]
In the world of cybercrime, targeting of businesses is commonplace. It is not just large businesses that are threatened by such attacks. Unfortunately, whether an organisation is big or small, the vulnerability exists. And it is important to be cognizant of disruptions that such attacks can bring about. This is certainly an important topic for […]
Zoho’s Customer Relationship Management (CRM) is an award-winning omnichannel platform that helps businesses convert more leads, engage effectively with customers, and much more. Zoho CRM brings together all of a business’s customer service, communications, and information in one place. To easily access and refer to customer data on the go, you can integrate your hosted […]
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 […]
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. […]
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 […]
No matter how rapidly technology advances, it can never replace the connections humans build with each other. This is why, even today, when customers have myriad tools to gain query resolution, they still prefer to connect with a contact center agent over a phone call. It is this need for human interaction that makes free […]
What is call tracking? Call centers 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 center can increase. Call tracking software is nothing but a tool to analyze these inbound calls. Reports suggest […]
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