Almost everyone must have heard it once, that it is cheaper to retain customers than to find a new one. This is true for nearly all organization, no matter what the industry, but most businesses tend to overlook it while planning for the future. Most organizations hardly make an effort to re-engage their customers once […]

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 […]

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 […]

What Does GDPR Stand For? GDPR stands for General Data Protection Regulation. It is a new legislation introduced by the European Union that requires businesses to protect the personal data and privacy of European Union citizens throughout the world. Its objective is to integrate the flow of data between all member states and strengthen the […]