Whether an agent connects to a customer or a customer connects to the agent, in any case, customers expect quick, accurate, and professional responses from the agents. The call center solution offers an efficient feature called call script to fulfill this requirement of customers. It can be used in inbound, outbound, and blended campaigns. However, using a call script efficiently is important to leverage the full advantage of the call script feature. (more…)
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The call center market has been evolving with changing dynamics, but after the emergence of the COVID 19 pandemic, there have been many changes in this industry. There are many trends that have become the driving factors of the call center market.
In this blog post, we will share major trends that reshape the call center market.
1. Remote call centers
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VICIDial and vTiger are well-known open source solutions. It is largely in use by small to big-scale enterprises. VICIDial is a very popular contact center solution that can provide a robust platform to run a small to large scaled customer care center. On the other hand, vTiger is a powerful customer relationship management solution that can make lead management simpler and accurate. The VICIDial vTiger integration bestows a prevailing tool to a call center, customer care center, and sales department of any enterprise. (more…)
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As there are multiple call center solutions available in the market, there are different features available in each of these software. All of these solutions look somewhat similar so, it is possible that you may buy a contact center solution with some missing features. Therefore, to help you make the right choice, we have come up with a list of core features that you must have in your contact center software, whether it is a cloud call center solution or an on-premises contact center solution. (more…)
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A call center solution offers an array of features to its users. This software is renowned for the call center automation features along with multiple other features it has to offer. An auto dialer is one of the fine examples of call center automation features.
What is an auto dialer?
A feature that dials numbers automatically to pass a connected call to the agent is called an auto dialer. This is one of the features available in a call center solution. (more…)
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A call center solution offers an array of features. Advanced call distribution (ACD) is one of the most popular and useful features available in this software. In this article, we will share more details about ACD and its major advantages for the users of a call center solution.
What is ACD?
It is an automatic call routing rule available in the call center solution. This feature automatically routes incoming calls to the right agent. (more…)
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Video contact centers are gaining a lot of popularity. In-person customer support and services are getting emphasized to build a better customer relationship.
What is a video contact center?
A call center that uses a call center solution that supports video chat is a video call center solution. This software will have all features you will find in a contact center solution. Moreover, it will have one-to-one video chat support.
The agents can use this feature to have a video call with the customers. (more…)
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Call centers keep on focusing on different KPIs to improve performance. The main agenda usually is to deliver better customer services in an inbound call center and increase collection or leads in an outbound call center. Experienced and well-trained agents and the best call center solution often help call centers to improve major KPIs.
In this blog post, we will share more details about one of the important call center KPIs and how to improve its value. We will talk about the call wait time. (more…)
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Similar to many other industry verticals, the banking industry faces multiple challenges. In this blog post, we will share major challenges faced by the banking industry in the absence of a reliable communication and collaboration system.
1. Providing remote services on a need basis
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Technical products like omnichannel contact center solutions, electronic appliances, hardware, etc. need to have a post-sales support process in place. In some companies, customer support is emphasized.
To deliver exceptional customer support, the support engineers need some tools and features. In this article, we will share the top and must-have tools and features for support agents.
1. Omnichannel contact center solution
This is a must-have tool in a support center, so support agents can work more productively and efficiently. (more…)
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