Customer service standards are very important for every business. These guidelines can either improve your customer experience or make it worse than ever. Why are these standards so important and what should you do to make your customer service better? Let’s try to find out.
In today's marketplace, thousands of call center software are available for operating a call center. Consequently, the great challenge is to select the best one, properly implement it and then optimize its day-to-day performance. So, what are call center tools essential for building an effective sales or customer service department?
IP telephony is becoming increasingly popular in business communications, replacing the good old public switched telephone network (PSTN). We’ve tried to outline the basics of this technology and how your business can benefit from it.
Call center agents are on the frontline of every business. They are the first point of contact between the customer and business so they are often perceived as the face of the company. How to become a good call center agent? Let’s try to find out.
Call quality monitoring is an important and integral part of a call center workflow. How to make it more efficient and accurate, using evaluation forms? What should you keep in mind when creating every call center agent scorecard template? We’ve tried to outline these and other aspects below.
Call center trends in 2020-2021 have driven the growth of call center analytics, social media engagement, and the significance of artificial intelligence. Digital conversion and artificial intelligence (AI) have developed customer expectations. They have become more demanding in terms of quick responses.
Online shopping is becoming increasingly popular and the current situation with COVID- shows that its popularity is something more than just a passing trend People prefer buying online whenever it is possible Let us try to find out how cloud call center software can help your business to thrive in...
As we ve already mentioned in our article about the most common IVR mistakes IVR can have either a positive or negative impact on your customer experience depending on how much attention you pay to its design and maintenance Now let s talk about creating an IVR script How to...
Black Friday shopping is expected to move online this year. For e-commerce, it means that this day will be similar to Cyber Monday and the holiday rush will start a bit earlier. How to prepare your e-commerce call center for these virtual crowds? Let’s try to figure out.
Which roles and units are must-have in your call center? What responsibilities and skills are required to run its operations at different levels? We have tried to take a close look at the typical call center structure.