Entries by Saurabh Sharma

Create a Virtual Contact Centre for Healthcare Organisations

The COVID-19 pandemic put a massive strain on healthcare organisations across the globe. Patients or not, people were concerned about the availability of professional help and medical resources.  The panic led to an influx in inbound queries, which, coupled with social distancing and lockdown norms, became quite the challenge for customer support agents working in […]

How Can your Business Benefit from Call Queuing?

As a customer, we have all waited in lines.  Whether it is for grocery shopping, check-ins at airports, or transferring money to the bank—we all queued up, sometimes for longer than expected.  The picture isn’t very different for customer support either.  Customers often experience long wait times before they’re connected to an agent, resulting in […]

Dos and Don’ts of Securing your VoIP Communications

Voice over Internet Protocol (VoIP) is an ideal, cost-effective solution that benefits businesses of all scales and sizes.  The technology facilitates both inbound and outbound communication over the Internet.  A VoIP system converts analogue voice signals to digital data packets and sends them over the broadband line.  While the technology brings with it many advantages, […]

What are the Benefits of Video Conferencing

Video conferencing is an online communication technology that has taken the business world by storm. In fact, video conferencing has become the new phone call. It is no longer an optional innovation and is quickly becoming an essential business tool for communication.  Whether it is engaging remote employees, collaborating across different departments or clients in […]

Debunking VoIP Myths and Misconceptions

Voice over Internet Protocol (VoIP) has transformed the way businesses interact with their customers. The interactions have become seamless and more convenient for both consumers and service providers. And with features like call recording, monitoring, call redirection, etc., you not only enhance your business communications but also boost productivity. In layman terms, VoIP is an […]

How Adding Click-To-Call with a CRM Integration can Elevate your Customer Journey

Integration is the heart of every business. All your systems and technologies must work together like a well-oiled machine in a modern enterprise.  However, that’s not always the case.  The most common problem that employees face when analysing customer data is that it’s scattered and hardly present in a single place. Integrating CRM (customer relationship […]

Common VoIP Problems and How to Fix Them

Cloud-based VoIP services have become an essential part of business communications.  VoIP, or Voice over Internet Protocol, is a cloud-based phone system that handles inbound and outbound calls via an Internet connection. VoIP solutions enable users to make and receive voice calls through smart devices like computers, mobile phones and so forth.  VoIP is a […]

Why is Effective Communication Important?

Communication plays a crucial role in our personal and professional lives.  It is a fundamental social skill that helps us build and enhance relationships with friends, colleagues, and family members by helping us express our messages and ideas.  In the workplace environment, good communication also helps minimise errors and optimise productivity. Poor communication, on the […]

How to Improve Verbal Communication Skills

“Good communication is the bridge between confusion and reality.” This quote by Nat Turner perfectly sums up the importance of communication in today’s world.  Communication refers to the act of sharing or exchanging information, ideas and thoughts via verbal and non-verbal methods.  Communication is not just limited to words; it’s more than that. It encompasses […]

7 Things Contact Centre Agents are Afraid to Tell Their Managers

Communication is the most essential ingredient for the success of any organisation, and most companies cripple due to a lack of it. But we’ll tell you something: the secret sauce of success is to have an open-door policy.  Businesses should build an environment where employees can raise their concerns—provide feedback and suggest improvements in the […]

How Autodiallers Help Insurance Companies Turn Prospects Into Clients

No one likes cold calling.  But industries like telecommunication, legal services, and insurance companies cannot avoid it either. In fact, insurance companies rely heavily on agents to make outbound calls and convert prospects into clients.  Such calls, however, can get repetitive and pestering for the callers. And the person on the receiving end may not […]

Want to Emotionally Connect with Customers? Use These Effective Tips to Bond with Your Audience in 2021

A few years ago, I ordered a pair of shorts online. The shorts were delivered and I realised that I had ordered the wrong size. Now I wasn’t a tech-savvy person then, and something as simple as cancelling an order was an uphill task. But I braved and called customer care, and within a few […]

How to Grow a Bank Through UCaaS and CCaaS Integration

The communication landscape has changed a lot in the past decade. Internal communication is no longer limited to voice calls and emails, and contact centre solutions don’t have to be rigid on-premise deployment models. We are moving into an era where communication tools are more flexible and connected than ever. Modern customers demand a personalized […]

[infographic] Differences between UCaaS and CPaaS

Businesses are moving on from on-premise systems to cloud-based communication platforms. Once they ascertain their communication needs, companies can select a service that they think suits their organisational goals and caters well to their target audience. Unified Communication as a Service (UCaaS) and Communication Platform as a Service (CPaaS) are cloud communication solutions that offer […]

How Cloud Cryptography Helps You Transfer Content Safely?

Cloud cryptography uses encryption techniques that protect the data stored within the cloud. It protects your data from cloud operators, ensuring that it isn’t manipulated or saved on unauthorised servers.  To prevent this breach of data, cryptography in the cloud employs encryption techniques that allow users to access cloud services securely. The data hosted is […]