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Your Contact Center…Your Brand!!!

According to a recent study, contact centers with a sizeable number of agents can have a greater effect than mass advertising. If we take a modest example of a contact center with 200 agents, each one handling only 50 calls per day, a company has an opportunity to interact with 10,000 customers every day...

Humanize the Customer (Call) experience

Jim calls his cable provider to upgrade his cable plan, only to be greeted by……….”Thanks for calling XXXX, your call is important to us. Please be on the line and an agent will be with you shortly”. How do you like the mechanical voice when you need assistance with a product or service? You...

Meaningful Communication with Customers – Are you Listening?

Pete has his marriage anniversary around the corner and is contemplating going on a vacation for some time. But mundane tasks keep him away; like getting his Credit Card billing cycle changed. He connects to his Bank’s Call Center and is put on hold with music. While the Bank’s teams have been working hard...