Have you ever dialed a customer support number and been instantly connected to the exact person you needed? That’s the essence of call routing—a streamlined method that directs callers to the right team or agent in the shortest possible time. In today’s friendly but … Read more
Think of your call center. You’ve got the headsets, the software, and the agents lined up. Your goal is to connect with customers fast and solve their problems. But what if a chunk of your team is absent, late, or on extended breaks? That’s … Read more
In an era where every second counts, few things frustrate customers more than long hold times. According to research, the average person may spend up to 43 days of their life on hold. This not only wastes valuable time for callers, but also hampers … Read more
Call centers have become pivotal in shaping customer perceptions and building loyalty in the modern customer-centric landscape. Every interaction—be it a complex inquiry resolved through call monitoring, a simple FAQ addressed by a chatbot, or detailed guidance provided via live support—adds to the customer’s … Read more
There is a famous saying, “Knowledge is not power, but the ability to act on knowledge is real power.” Similarly, interacting with your customers is important. What is more important is completing all the necessary tasks after interacting with customers. Contact center agents work … Read more
Landline phones are a relic from a bygone era. There was a time when they used to be the heart of the home and business. With the advancement of Internet technology, traditional desktop phones have been upgraded to digital technology known as Voice over … Read more
Average Handle Time (AHT) is a key factor in how your call center plays a part in the success or failure of your support people. If you’re doing everything right on the first contact, there is no reason for the customer to call back. … Read more
It was the third time this month a long-time customer was left on hold for over 20 minutes while trying to resolve a billing issue. Frustrated, they eventually hung up, feeling ignored and undervalued. Once loyal to the company, this experience pushed them to … Read more
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
