Here’s how things play out for Jack, your regular customer care agent from a reputed firm: the phone rings, and he drops everything he’s doing to answer. Before he can greet the customer and offer his assistance, the customer starts shouting, “I am done with your company and I want my money back!” In fact, […]
A number of studies suggest that the worldwide auto dialer software market has been growing consistently. More and more contact centers have been switching from manual dialers to on-premise and cloud-based auto dialer software to place outbound telephone calls automatically, efficiently, and rapidly. In addition to expedite the outbound calls, the auto dialer also detects disconnected lines, […]
Uninterrupted communication is the first thing an organization needs to have to get the total potential out of its employees and to achieve this, communication tools as PBX comes into the play. PBX stands for Private Branch Exchange. It’s an internet platform that allows people to communicate with each other by using a software called […]
Ever since call center came into existence, outbound calling has been an essential part of the call center activity. Initially, all the dialing would be done by manual efforts but with the passage of time and increasing demands, call centers sought for a dialer that could immediately dial a lot many numbers without any human […]
In the call center industry, dialers are becoming increasingly popular and essential for all outbound purposes. They give an efficient way out for businesses wanting to connect with a broad audience. These outbound dialers come in types such as predictive dialer, preview dialer, auto dialer progressive dialer, and more. All these dialers have one or […]
The call-center industry is expected to witness continuous growth and is believed to become a $407 billion industry by 2022. Despite the steady growth, the call-center agents encounter significant stress during their workday that involves customers’ expectations and business requirements fulfillment. It is difficult for a call-center agent to stay calm and optimistic when he/she […]
While measuring and monitoring the overall performance of a call center, decision-makers need to consider two important metrics – call center occupancy and call center shrinkage. Call center occupancy rate helps managers to ascertain the percentage of time an agent spends on interacting with customers and waiting for incoming calls. According to Business2Community.com, “Call center shrinkage […]
Customer service environment has seen rapid transformations in the recent years. The introduction of technology, such as cloud and data analytics, has impacted the pace and shape of this transformation in customer support methodology. A predictive dialer is a tool that has gained positives from this transformation and improved agent-customer connections grow higher in number and be […]
Previously we have covered the role of predictive dialer in sales acceleration and in this blog, we will talk about the top features of a predictive dialer. But before jumping into a deep discussion about predictive dialer features, let’s answer a few of the questions. Have you implemented a predictive dialer solution in your business? Or still, […]
A recent survey on the growth of cloud-based contact center market indicates that this industry will grow to $15,670.9 million by 2021 from the $5,430.3 million in 2016. It represents a Compound Annual Growth Rate (CAGR) of 23.6%. The benefits offered by the cloud-based auto-dialer solutions are significantly contributing towards the industry’s exponential growth. With […]
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