Inbound vs. Outbound Call Centers: What Should You Know?

Inbound vs Outbound Call Centers

Inbound vs. Outbound Call Centers: What Should You Know?

An inbound call center and an outbound call center are two very popular terms. In this blog post, we will share more details about these two terms, so you can understand them more clearly.

What is an inbound call center?

A call center that receives more incoming calls is referring to an inbound call center. Usually, the customer care center, technical support center, etc. are inbound call centers.

What is an outbound call center? Read More

Top 5 Tips to Improve Customer Experience

Tips to Improve Customer Experience

Top 5 Tips to Improve Customer Experience

The customer is the most important entity for any business. Thus, it is important to assure that your customer receives the best experience. A positive customer experience is important for almost every business, regardless of industry vertical. However, for call centers, customer care centers, and similar businesses, the customer experience is even more important. Even after assuring everything to a possible extent, it is possible the customers are not happy with the service.

We have been offering a wide range of customer service-related solutions. Read More

Effective Tips to Use Call Center Script Efficiently

Effective Tips to Use Call Center Script Efficiently

Effective Tips to Use Call Center Script Efficiently

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. Read More

Major Trends Reshaping Call Center Market

Major Trends Reshaping Call Center Market

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

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Core Features You Must Look for in an Omnichannel Call Center Solution

Must-Have Core Features in an Omnichannel Call Center Solution

Core Features You Must Look for in an Omnichannel Call Center Solution

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. Read More

Major Applications of Auto Dialers

Major Applications of Auto Dialers

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?

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. Read More

Benefits of Advanced Call Distribution in Call Center

Advanced Call Distribution (ACD) Benefits

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?

It is an automatic call routing rule available in the call center solution. This feature automatically routes incoming calls to the right agent. Read More

Video Contact Center and Its Advantages

Video Contact Center and Its Advantages

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 Wait Time and Tips to Reduce Call Wait Time

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

Major Challenges Banking Industry Faces without a Reliable Communication System

Major Challenges Banking Industry Faces

Major Challenges Banking Industry Faces without a Reliable Communication System

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

  • Traditionally, customers need to visit his/ her branch for any banking-related services. This is quite inconvenient for many.
  • Modern communication tools like an omnichannel contact center solution provide features that can be used to deliver remote services to customers. This is necessary to provide some need basic services such as emergency service to block a stolen or misplaced debit or credit card. The omnichannel call center solution can make this process automated with a hotmarking feature and it can help customers to take immediate action remotely.
  • The communication tools such as a video conferencing solution can be used for processes like KYC processing or customer relationship management by banks.

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