23 Dec
9 Contact Center Trends For 2021
9 Contact Center Trends for 2021 The COVID-19 pandemic reshaped the entire business landscape. As customer behavior shifted from physical interactions to contactless digital transactions, businesses found themselves unable to cater to the emerging support and customer service needs. Contact
05 Nov
Why Voice Bots Are The Future Of Contact Center Customer Service
Why Voice Bots Are The Future Of Contact Center Customer Service 2020 is the year of customer service transformation. The unique challenges posed by the COVID-19 pandemic caused a wave of uncertainty and panic among consumers. Customers’ natural tendency to
13 Oct
How Chatbots And Human Agents Together Will Transform Contact Centers
How Chatbots And Human Agents Together Will Transform Contact Centers As chatbots are gaining traction, their various benefits for customer service are being extolled by business leaders across the globe. However, we are still not at a point wherein human
10 May
7 Ways To Improve FCR At Your Contact Center
7 Ways To Improve FCR At Your Contact Center First Call Resolution (FCR) is an indispensable metric for contact centres to measure and improve. Research conducted by Ascent Group suggests that 60% of companies measuring FCR for a year or
16 Jan
7 Actionable Tips To Reduce Contact Center Call Volume
7 Actionable Tips To Reduce Contact Center Call Volume Providing a great customer experience while reducing call volume and costs is the ultimate goal of any contact center. Over the years, contact centers have invested in various types of customer-facing