Call Centre Software

There is a number of call centers, and almost all of them face the challenge of forecasting workload, scheduling agents. Apart from customer’s benefit, there is financial implication as well.

The software offers workforce management solutions to help centers to maintain right balance between workload and staffing which holds an important value in helping the call center reach to greater heights. To list it all precisely, the fact cannot be denied that workforce management are as essential for providing better call center services as other areas of the call center. After all, every call center would want to keep their software and services up-to-date for the best customer responses….Read the full story

Online Contact Management Software

The online contact management software manages and coordinates the customer communication with the call centers. The selection of right call management software for the call centers deeply influences the customer satisfaction as well as the overall business process. Businesses can easily increase the customer satisfaction level by cutting down on the waiting time and connecting the customers immediately to the concerned person of the concerned department. It helps the organization in improving the customer insight.

Customers also have high expectations and with the recent advancements in the field of information technology making everything very fast, they expect the business houses to be at their service every time to resolve their concerns and issues and also provide the required information any time they wish to. In order to maintain that type of service delivery the best these businesses can do is to upgrade their setup by using reliable and effective online contact management software. This software will always keep the customers pleased and these happy customers will not mind spending some more money so here grows your ability to achieve some sales lead generation resulting in more business….more info

Strategies you can use to convert your customer service team

Strategies you can use to convert your customer service team in your call center into a customer sales team. And if you have already made the change, you can use them to strengthen your sales culture:

1. Communication

In many instances, call center reps were hired simply as customer service reps, and the job description they were given made no mention of selling. While management may have announced the change, many reps simply did not get the “new” message that their job entails selling and cross-selling…..more info

Measuring Average Handle Time Yields meager Customer Service

By now, nearly everyone has been erudite on the “myth” of average handle time. Long relied upon as a measure of call center competence, the AHT metric has been dismissed in recent years by those who believe it runs oppose to customer-centricity.

To sum up, no pun intended, customer management professionals have come to panic that assessing performance based on call length urges agents to sacrifice relationships for brevity. Under the gun to keep calls petite, agents will not “risk” engaging in a dialogue that could produce poor performance against the AHT metric, even if a lengthy, meaningful call is required to really satisfy the customer….more info

How to Use Technology to perk up Customer Service

More companies are using technology to handle customer service in an cost-effective and efficient way. Here’s how you can use analytics and data management and insight-driven marketing to improve your customer care systems.

There’s no denying the fact that customer service is central to a small or mid-sized business. The quality of that service will either develop or degrade customer loyalty to your brand and your business. With the economy in slump, customers have more alternatives than ever. The business that proves to be responsive to customer questions, complaints, or other needs can gain a clear competitive advantage. That’s why it’s so important to understand how new technologies can help you anticipate customer needs, tailor business processes to best serve customers, and ultimately improve the efficiency of your business – the latter of which can keep costs down…. more info