Phenomenon like focus on customer experience and self-service portals have given rise to multiple technological trends in contact centers. Customer loyalty lies at the heart of these trends due to which they guarantee long term survival of brands that implement them. Following are some essential technological trends, which are becoming popular in call center outsourcing Analytics […]
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Major aspects related to future of call center industry
Call center industry across the globe has seen a noticeable change with the launch of new startups and changing behavior of consumers. This has forced the call center service providers to implement numerous management strategies and technological solutions in order to streamline the services. The contemporary changes in call center working give us a brief […]
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8 must have features in a telecom billing software
Billing is one of the most crucial operations in telecom services industry. Companies can present themselves as a prestigious brand if they utilize effective billing software. The complexities arising in the smartphone technology along with increase in the number of telecom service providers demands the companies to use a robust system for billing process. Here […]
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How to design contact center outsourcing RFP (Request for Proposal)?
Once the company decides to call center outsourcing process, choosing the right vendor and communicating all the needs become the next important steps. Creating a fine Request for Quote (RFQ) or Request for Proposal (RFP) ensures that you are able to screen the right outsourcing vendor that matches your requirements. Also, it provides a detailed […]
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9 live chat tips to improve performance of customer support
Sixty three percent of online customers told that they are more likely to come back to a website which provides live chat support, as per marketing research firm Forrester. You may wonder what makes the live chat support so important. These major benefits will answer this question effectively: Solving queries immediately turns various website visitors […]
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10 major metrics associated with call center outsourcing firms
If you are looking to outsource customer support for your firm, it is imperative to have a basic knowledge of call center metrics. This will help you in choosing the service provider that uses most optimum call center metrics in its processes to improve the level of customer satisfaction. Call center metrics can be generally […]
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11 benefits associated with email customer support
Email customer support is considered best medium to develop lasting relationship with customers. In spite of its importance in customer care, it is often neglected by several companies from different sectors. As per several reports, it is often observed that email queries are either responded extremely late or with wrong answers. Customers lose the trust […]
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5 pillars of retail call centers that can transform retail business
It is said that strong pillars are necessary for every structure to remain intact. Retail industry is also like a structure which needs pillars in the form of call center services from a renowned outsourcing vendor to stay strong in the cut throat competition. Let’s us go through these pillars of retail contact centers which […]
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9 benefits of outsourcing the order taking process
Process of taking orders on phone is quite crucial to several firms. It is first time during which a potential customer comes in contact with the brand. Therefore, it becomes imperative for firms to make the process streamlined to ensure maximum satisfaction of their potential customers. Outsourcing the process to a call center is also […]
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11 essential benefits of IVR system
The research firm Gartner predicted that by 2020, customers will be able to handle around 85 percent of the relationship with the company without communicating with a human agent. Interactive voice response (IVR) technology is one such major component related to non-human interactions of companies and customers. IVR can be basically described as a telephone […]
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