Major Trends Reshaping Call Center Market
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
Major Applications of Auto Dialers
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?
Benefits of Advanced Call Distribution in Call Center
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?
Video Contact Center and Its Advantages
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. Read More
What Is Call Wait Time in a Call Center? How to Reduce Call Wait Time?
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. Read More
How Does Sticky Agent Benefit Call Centers?
A contact center solution offers an array of features to call centers that use this software. Each feature has some use cases and benefits. In this blog post, we will talk about one of the most important and useful features, called a sticky agent.
What is a sticky agent?
It is one of the call routing features available in the contact center software. This feature routes a call of a customer to the same agent every time, the customer calls. It means the customer gets connected to the same agent every time he seeks support. Read More
We Have Launched Communication Tools for Banking Industry
We are happy to announce the launch of multiple communication tools for the banking industry. These unified communication tools are available for the FINTech industry. It means any financial or banking service provider companies or organizations can use these tools.
Some of the major FINtech organizations are listed below:
- Crowdfunding platforms
- NBFCs (Non-banking Financial Companies)
- And more
KPIs to Monitor Performance of a Cloud Call Center Solution
Cloud call center solutions or on-premises call center solutions, it does not make any difference to customers. However, it can positively impact call centers. Both, on-premises and cloud call center solutions have their own advantages and disadvantages. As cloud call center solutions are gaining more popularity because of added flexibility shared by this type of software, we will cover it in this blog post.
Tips to Train Work from Home Agents
Virtual call centers are increasing because of a plethora of advantages available to them. Technology tools have been supporting the work from home models for call centers. Some innovative tools such as the Work from Home add-on are also introduced to empower call centers that offer a work from home option for their agents. A cloud call center solution has been in the market for some years to support secure access to the call center solution for remote call centers. Read More
We Have Launched Customer Profiling Feature in DialShree
We are happy to announce the launch of the “Customer Profiling” feature in DialShree: Contact Center Solution. All existing and future users of DialShree can get access to this amazing and must-have feature.
What is customer profiling?
It is a value-added and on-demand feature that will be available exclusively to the users of DialShree: Contact Center Software. This feature can show all inbound and outbound interactions of a customer from the beginning to the till now during a live call to the agent. This feature also allows agents to explore the interactions of the customer within the selected date range during a live call or later. Read More