Businesses today face several challenges that demand proactive coordination and performance tracking. The bigger your organization gets, the more difficult it gets to address those challenges. Despite that, it’s crucial for you to address them head-on to stay ahead of the competition. One powerful tool that can help you do so with ease is contact […]
Redefining Call Center Management to Enhance Customer Experience. Customer satisfaction is no longer a mere aspiration. It’s the lifeblood of modern business. In the era of referrals and branding, call centers have emerged as a critical component for businesses to win hearts. With increasing customer expectations and technological advancements, maintaining your call center quality becomes a […]
Imagine eighty percent of your routine queries, “Can I reschedule?”, “Is my refill approved?”, etc. handled by a voice assistant. One that speaks medical jargon fluently and never asks for a coffee break. That is the promise of Voice AI in healthcare call center: giving medical reps room to be human while machines shoulder the drudgery. […]
Customer loyalty now lives or dies in the seconds between a ping and a reply. A 2024 Gartner survey shows 77 percent of buyers drop a brand after just two poor service moments.[1] That pressure is why the humble call center has morphed into a $340 billion experience engine racing toward $500 billion by 2027.[2] Imagine a Bengaluru […]
Delivering projects on time while completing all requirements is easier said than done. Unknowingly, your communication with clients may suffer due to a project’s complex nature or a dynamic team working together. To avoid a situation like this, you can follow certain practices for seamless and conflict-free interactions. Here are a few actionable tips that […]
The past few years have already witnessed immense revolutionization in contact centers by the implementation of Artificial Intelligence(AI). Through automation, streamlined workflows, real-time insights, and enhanced efficiency, AI has significantly transformed contact centers. So, are we done with what AI could do to enhance contact centers? No, not yet! 2025, will observe dramatic AI advancements […]
Remember the 2006 Hollywood film Outsourced? The protagonist, Todd, flew all the way from the US to a small town in India to set up a call center for his company. This was pretty much how things worked back in the early 2000s—while globalization had enabled multinational corporations to take advantage of lower wages in […]
You probably recall hearing the term ‘call center’ from before you first heard the term ‘contact center’. We don’t blame you—both are often used interchangeably. However, contact center software not only evolve from call centers, but reimagine customer service and outbound sales. At their core, call centers deal with customer queries via calls, while contact […]
Phone lines ringing continuously? Representatives are busy speaking with callers back-to-back, and the call queue is piling up with waiting customers? These lines read like a typical call center scenario. To deal with such situations, you must ensure your team is equipped with the industry’s latest contact center solutions. A hosted contact center that […]
What if your sales team could spend 70% more time closing deals instead of dialing numbers? Picture this: Your top sales agent sits at their desk, headset on, ready to close a deal. However, instead of engaging with prospects, they’re stuck in an endless cycle of dialing, waiting, and leaving voicemails. Meanwhile, high value leads […]
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