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Workforce Management (WFM): Best Practices in Contact Centers 27 Aug 2013 | 10:28 am
It is no secret that contact centers have a notorious reputation for inducing burn-out due to long hours and stress passed on from the customers. Therefore as a supervisor or manager, it is important ...
Multi-Channel Communication for Enhanced Customer Service 26 Aug 2013 | 12:55 pm
Contact centers have learned that innovative solutions ensure increased customer satisfaction and user experience. Phones, fax, and e-mail are well-known media for the customer to get in touch with an...
Why the Travel Industry Is Adopting Click-to-Call (and Why You Should Too) 23 Aug 2013 | 11:00 am
These days, all my holidays are booked with complete ease, in the comfort of my home. Well, sometimes my parents/friends scream at me to click various links on a website, but the overall experience st...
5 Ways to Make Your Contact Center Deliver an Integrated Customer Service Experience 19 Aug 2013 | 02:19 pm
Surveys have shown that narrating the same problem to multiple agents on the same or different channels is the biggest cause of customer frustration. This builds frustration both in the minds of the c...
Is Your Call Center Software Ready to Take Advantage of WebRTC? 16 Aug 2013 | 11:12 am
Off late, customers usually had to endlessly browse through portals to hunt the customer care number for an organisation’s helpdesk to place a call. This process was not only tedious and time consumin...
Is Hardware-Based Legacy Solution Snowballing Your TCO? 7 Aug 2013 | 10:43 am
Businesses all around the world have two key objectives—Maximizing Revenue and Minimizing Costs. To achieve these objectives, organizations need to make smart decisions on how they allocate their reso...
Empowering Your Service Assets: The Contact Center Agents 6 Aug 2013 | 11:07 am
We have all worked on countless reports during school and college; the purpose of which was to gauge our learning, our presentation skills, and our insight on the topic. I remember successful presenta...
/tmp—A Seven-Day Technology Marathon and a Life-Changing Experience 10 Jul 2013 | 10:41 am
“Sleepless nights, odd meal hours—or maybe just one brunch a day—that experience of comfort even when you realize you were actually sleeping on a chair while people were clicking awkward pictures of y...
Deciphering Contact Center Jargon 9 Jul 2013 | 12:20 pm
If you think that these terms are separate services of a call center with no relation to each other, think again. All of these, together as one, turn the customer experience into an extremely smooth j...
/tmp: Mid-Week Madness and Battle Plans 4 Jul 2013 | 04:45 pm
When /tmp started on Saturday, we had no clue of how crazy we would all be in just a matter of days. The second edition of /tmp is already on its way to beat last year’s event with regards to midnight...
