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Many times, customers end a call saying “that’s fine”. While their words may sound positive, it’s their tone, pauses, and the way they respond that tell you they are clearly frustrated. This is where contact center sentiment analysis comes in. This modern technology uses AI, i.e., artificial intelligence, to look at conversations and identify whether […]
Technology has taken communication to a different level today. A customer visits a website and clicks on the “call now” button, and speaks instantly to a support agent from their browser. Simultaneously, another customer connects with an agent from the same support team through a desk phone. These are different experiences, yet both interactions may […]
How long do you think your customers are really willing to wait for an answer before they walk away? For most businesses, every second of silence costs them a customer. Long hold times, complicated IVR menus, and repeating the same information are no longer acceptable. At the same time, call centers are handling high call […]
AHT is often considered the ultimate measure of agent performance in contact center environments. The shorter the calls, the more calls agents can handle, and hence improved efficiency and lower operating costs. But it’s not that simple. Many times, agents may finish calls quickly, but what if customer issues aren’t fully resolved? The best-performing contact […]
Imagine two customers interacting with the same company. The first customer calls to check their order status and expects quick support. The second customer has received a call from the company’s sales department introducing a discount on a product they previously queried for. Both interactions are happening over the phone, but they have completely different […]
An omnichannel contact center is no longer just a nice-to-have thing; it’s one of the key factors separating great customer experiences from average ones. Having multiple communication channels doesn’t mean anything if they are not connected. Modern-day customers don’t think in terms of voice, chat, email, or WhatsApp – all they want is every conversation […]
Those in the contact center industry probably have heard this argument more times than they can count: cloud is the future, on-premise is outdated. However, making that shift in real life is not as straightforward as it may sound. In the on-premise vs cloud contact center conversation, one thing is clear: neither of them is […]
The omnichannel vs multichannel contact center discussion has all our eyes because customers today no longer stick to one channel. They send a message on WhatsApp, then call support for quick answers, and even drop an email for follow-up. They don’t even think or realize while switching between channels. That’s how customer behavior has changed […]
Traditionally, call centers were all about huge office floors packed with agents wearing headsets and rows of endless desks. But that picture is slowly fading, and setting up a call center has modernized in many ways. When building a modern call center, businesses need to create a system that helps customers get answers quickly while […]
Steve Jobs once said, “Innovation distinguishes between a leader and a follower.” In today’s modern communication world, Hosted VoIP stands as a pioneer. Those bulky on-premise telephony systems are now a thing of the past, Hosted VoIP has grabbed the spotlight. The latest market assessment estimates that the projected market size of the VoIP industry […]
