Agent Experience in Call Center Defines Customer Experience

Agent Experience in Call Center Defines Customer Experience

Agent Experience in Call Center Defines Customer Experience

Call centers often invest a lot of time, money, and resources to increase customer experience and satisfaction. Many of them receive success and many of them stay puzzled with a question: Even after putting all required efforts, why do not they get expected customer satisfaction ratio? The reason behind this might be dissatisfied agents.

Even if you have the best call center solution, but if your agents are unhappy, you are less likely to achieve success. Don’t believe me? This blog will share the top 3 reasons agent experience defines the customer experience.

1. Increased agent hopping results in untrained staff Read More

Cloud Vs. On-Premises Call Center Solution: Differences and Advantages

Cloud Vs. On-Premises Call Center Solution

Cloud Vs. On-Premises Call Center Solution: Differences and Advantages

What is a cloud-based call center?

Cloud-based call center software is the one that is hosted in the cloud by a service provider. The cloud is used for storage and processing of all information. The functioning of this call center solution depends on an active internet connection having sufficient bandwidth. As a cloud based call center software is hosted in the cloud, it can be easily accessed from anywhere across the globe just by using an active internet connection.

What is an on-premises call center?

As the name suggests, the setup of this type of call center solution is established in the office premises. Read More

Top 4 Habits of Customer Centric Call Center

Top Habits of Customer-Centric Call Center

Top 4 Habits of Customer Centric Call Center

Companies and call centers invest a lot to keep customers happy. Customers seek for better services and not cheaper prices really. According to one of the statistics shared by the Thikjar, 55% of customers are ready to pay more to get better service. Yes, you read that right. Customers are looking for customer care support before and after the purchase. Nowadays, companies know the importance of happy customers and that is why they invest in the best call center software, integration of social media and other channels in the call center solution, train agents, and much more to do everything possible to increase customer satisfaction. Read More

Integrated CRM Is Must for Seamless Working in Call Centers

Integrated CRM Is Must for Seamless Working in Call Centers

Integrated CRM Is Must for Seamless Working in Call Centers

It is quite common for people to feel frustrated just at the thought of calling a customer support team for any product or service. That is the feeling that people have about call centers. However, with the tough competition faced by businesses in today’s world, they realize that the only way to be distinctly different from others is to offer world-class customer service to their customers. One such technology, which they can use to provide the best-in-class customer support is the call center CRM integration.

The CRM system Read More

How to Improve Call Center Metrics?

Tips to Improve Call Center Metrics

How to Improve Call Center Metrics?

The call center not only provides considerable value to the organization, but is considered the most expensive of all other available departments. It is important to understand and learn how the call center department is performing in all respects and, what the best ways to maximize productivity are.  Here are some ways to improve your call center metric:

Reduce Hold Time

Eliminating the wait time for customers not only increases customer satisfaction, but also reduces call center costs. If you let the caller wait in the queue, the cost increases and, unfortunately, many people hang up and end before the conversation begins. Read More

How Call Center Solution Improves Your Business?

Call Center Solution Improves Your Business

How Call Center Solution Improves Your Business?

If you manage a customer-centric business, it’s obvious to receive frequent calls from service users. The problem here, however, is that it is possible for the same employee to manage different domains of the enterprise, such as development, sales, and support, or to run separate teams for each domain for smooth management. In this situation, using a call center solution is the best option.

Importance of a Call Center Solution for Your Business

The call center solution has a collection of features that help companies achieve their customer-centric goals. The call center solution has many features that help your business to grow well. Read More

Best Practices for Outbound Call Center

Best Practices for Outbound Call Center

Best Practices for Outbound Call Center

What strategies does a company use to determine the performance of its outbound call center? If they think that the number of calls is like a business-driven ideology, then they are overlooking their potential competitors. Outbound call center solutions enable companies to increase ROI while maximizing conversion rates.

Click to Call 

Do you know that the click-to-call feature can reduce dialing errors? Read More

Essential Tips to Talk to Customers on the Call

Essential Tips to Talk to Customers on the Call

Essential Tips to Talk to Customers on the Call

The way of talking to customers has a big impact on the brand, and nothing consistently delivers customer satisfaction, like pleasant communication. When a company thinks about how they communicate information and receive feedback to their customers yields a better result.  World-class customer service begins with treating humans like humans. Follow the tips to know how to talk to the customers on phone calls to increase possible engagement and satisfaction. These tips can be used by call center agents and company representatives that use the call center solution to delight their clients.

How to Talk to Someone on the Phone Read More

Top 3 Ways Auto Dialers Boost ROI in Call Centers

Top Ways Auto Dialers Boost ROI in Call Centers

Top 3 Ways Auto Dialers Boost ROI in Call Centers

The call center software comes with a wide array of features. The call center dialers are one of those top features that benefit call centers to leverage the full advantage of the agents and other resources. The dialers can be manual or auto. In the case of the manual dialer, the agents need to manually dial the number to connect with the lead. On the other hand, auto dialers come with different functionalities and the most common in all is that the lead numbers are dialed automatically. The auto dialer dials the call and routes it to the agents based on the nature of the call center dialer. The use of auto dialers can increase ROI (Returns over Investment) significantly in the call centers. Let’s explore the top 3 ways auto dialers increase ROI:

1. Increase talk time

The auto dialers in the call center solution focus on increasing the talk time and reducing the wait time of the agents. Read More

What is Customer Journey Mapping and Why is it Important?

Customer Journey Mapping and Its Importance

What is Customer Journey Mapping and Why is it Important?

Making customers happy starts with understanding their point of view. Sometimes, while interacting with the brand, the service does not meet expectations. In this case, there is a need for customer journey mapping in a call center solution. To identify these moments, you need to create a customer journey map. This map allows brands to visually understand the entire customer experience, anticipate problems that can occur at each stage, and ultimately actively find solutions. There are four reasons why a brand should create a customer journey map.

Reasons Why Customer Journey Mapping is Important: Read More