Back in the day, customer service began with exchanging messages through posts. Then came telephones––users could contact the companies at specified working hours to get their issues resolved. Later, this era of telephones was overtaken by the Internet. Email communication was considered fast and cost-effective. Fast forward to today—social media channels rule the customer service […]
A typical IT environment demands servers, hardware, licenses, and software installation. Acquiring and maintaining these can be a tedious process that requires a sizable amount of funds, along with extended deployment cycles. The emergence of cloud services has freed the IT/ITES industry from these herculean tasks. Cloud services enable businesses to virtualise IT systems and […]
The hard truth about Interactive Voice Response (IVR) systems is that customers do not prefer them. Sometimes, all a caller wants is to speak to an agent and get their doubts solved pronto. Though businesses incorporate an IVR system intending to cut down on call centre costs, they end up earning frustrated clients––so much so, […]
The banking industry is an ever-evolving ecosystem. Since this industry deals with sensitive data and involves a huge customer base with varying needs, it is prone to frequent changes. Needless to say, financial firms strive hard to keep themselves up-to-date with the shifting trends and demands of the customers. Moreover, customers often provide information that […]
Hosted PBX (Private Branch Exchange) and SIP (Session Initiation Protocol) Trunking are different solutions but united in bringing a range of exciting features to business communications. If you want to enjoy the benefits of VoIP (Voice over Internet Protocol), the first question you’ll need to ask is whether to opt for hosted PBX or SIP […]
This is an era of a constant digital revolution, wherein we strive to break the barriers in the way of seamless communication. And more so during this current pandemic. We have been forced to stay indoors, often deprived of meeting our near and dear ones. Naturally, daily routines have been shattered for many. Patients who […]
We’ve all been a witness to the unprecedented massive digital transformation that has taken place in the past year. No aspect of our lives has been left untouched by this paradigm shift. Most of the platforms and services that consumers engage with daily have changed beyond recognition in an incredibly compressed timeframe. Of course, a […]
The world is going through an unexpected crisis that demands minimal human contact. Businesses have left no stone unturned to survive and emerge successfully from this battle. Working remotely and reaching out for products and services from home has become the new normal. Though organisations have begun to adapt to changes, what is the real […]
The modern market is incredibly diverse. From young people who prefer social media and texts, to older people who might be more comfortable with calling and emails, you need to attract and enable all demographics to communicate with you. And you guessed it—establishing an omnichannel presence is just the way to do that. Omnichannel communication […]
The biggest challenge that brands face today is standing out from the crowd. This is owing to the fact that a lot of businesses compete in the same sector or product space. Thus, getting noticed by a customer, especially a potential one, keeps branding agencies and marketing managers on their toes. The struggle doesn’t end […]
Customers are the priority for every business. Therefore, call centers—the first point of contact between your company and consumers—are an integral part of business operations. Increased productivity and reduced operational costs in the contact center depend on the work efficiency of representatives. However, it is only natural for agents to make mistakes sometimes that may […]
We’re in the age of fierce competition and ruthless tactics. When a brand does anything innovative to up its marketing game, other companies copy it and take away all the novelty. However, there are some solutions which can be unique to a brand and, hence, prove to be beneficial to its overall marketing strategy. A […]
Contact centers have become the talk of the business world lately. Not surprising, as they play a crucial role in the rise and fall of businesses. Similarly, customer care executives are crucial for organisations as they alone are responsible for creating a delightful experience for your consumers. As a call center manager, you have the […]
Businesses generally tend to use a conventional telecom set up to meet their communication needs. They use a classic Public Switched Telephone Network (PSTN), which is a circuit switch network requiring physical connections between two nodes for a call to connect. This is incredibly archaic and is thrusting most modern organisations towards SIP trunking because […]
Change doesn’t knock on the door, it barges in. This COVID-19 pandemic has clearly illustrated the need for businesses to prepare ahead for all unforeseen disasters. The challenge for most businesses is this—nobody can afford such massive upheavals every few years or so. How do you ensure that you are fully prepared for the next […]
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