Tushar Jain
First Call Resolution, or FCR, is a practice in call centers that strives to answer the phone and resolve your issue while you are still on the first call. In a high-quality call center environment, this means that after the first call you make … Read more
Are your customers receiving the right service? Do your customer service reps have the knowledge and skills to solve customers’ queries? Are you providing better support than your competitors? Are you leveraging the latest technology to serve your customers better? These are crucial questions; … Read more
Call center agents are at the heart of every customer experience. But managing performance at scale? That’s where things get tricky. According to a McKinsey study, companies that use data-driven performance management see 30% higher agent productivity and more consistent customer satisfaction scores. The … Read more
As per a research, 41% of the reps say the phone is their most effective sales tool. Contrary to a popular belief, 90% of the reps believe cold calling tips to be very effective. While there’s no doubt that cold calling is still alive … Read more
A. What is call center quality assurance? Call center quality assurance is a systematic process that ensures customer interactions align with your business standards and objectives. It involves monitoring conversations, evaluating agent performance, and implementing improvements to enhance service delivery. Key components of call … Read more
Are you a business leader exploring the best speech analytics software solution for your sales calling team? With so many options available in the market, you will soon face a plenty of problem while taking a decision. But don’t worry, there’s a methodical and … Read more
Think! Think beyond delivering just a service. Address incoming queries with tangible solutions, minimize dissatisfaction and maximize efficiency. That’s how you stay competitive in the battleground called Customer Experience (CX). However, many companies have still not woken up to the reality that poor CX … Read more
In this article, we will talk about the best phone systems for small businesses which you can choose to establish your business. Your customers are present on multiple channels – phone, chat, social media, etc. Even though you are a small business, your customers expect you … Read more
Often, it is said that data is the new oil. But data without any analysis is just like crude oil. It has a lot of potential, but only if someone refines it through the process called data analytics. In the past two decades, the … Read more
This call recording software plays an important role in contact centers as these take good care of your customers and your business grows itself. They do not expect you to be perfect. They understand things go wrong with products. All they want is an … Read more
