Why Your Business Needs a Blended Call Center Solution

One of the most challenging aspects of any call center environment is the way the agents utilize their time. Often, call center supervisors find themselves distributing and redistributing resources over and over to different operations and departments. These arduous tasks can significantly waste precious time better spent elsewhere and this is where blended call center […]

5 Big Live Chat Trends of 2017

Online live chat is an invaluable business tool which has become widely popular and an absolute necessity for online businesses. It offers the customers with an immediate and attentive response or access to help. Quoting a market research called “Making Proactive Chat Work” by Forrester, “Many online consumers want help from a live person while […]

Call Center Scripts – What You Need to Know

Call center scripts are essentially scripts with predefined dialogues and talking points, meant to be used by call center agents and trainees to handle both inbound and outbound calls. A dynamic and free-flowing script can work wonders for customer experience and also ensures consistency in terms of agent-caller interactions. Another benefit of following an effective […]

Call Center Best Practices – 5 Things You Should Never Say to Customers

There are many things an agent can say to customers unknowingly or unintentionally that may be perceived as condescending, disrespectful, or impolite. Such conversational nuances instantly destroy customer experience and call center agents should always go above and beyond to avoid these conversational subtleties. According to a customer behavior study, more than 70% of customers […]

How Speech Recognition can Help You in Better Customer Service

In recent years, the accuracy and efficiency of speech recognition technology have undergone great advancements and improvements which have enabled call centers to further improve their customer service and experience operations. The machineability to recognize human speech and phrases, which can be then transformed into digital and machine readable format intends to better manage customer […]