Best Practices to Assure Call Center Quality

In a call center, there are many things, which need to be administered like overall productivity, customer satisfaction, resource allocation and utilization, and more.  Call center quality assurance is a holistic term, which means monitoring and improving metrics related to

How to Reduce Call Hold Time in Call Centers?

The call hold time is when the customer is communicating with an agent about his or her issue and the agent puts the customer on hold to find the response. According to a study result shared by The Small Business

How to Generate Call Center Leads without Occupying Agents?

Generating new leads and business is a common task for any business. In the call centers, usually agents are occupied in handling customer care or outsourced customer campaigns. Freeing up some agents from the client projects and putting them to

Major Inbound Call Center Trends 2021 You Must Know

Defining a sound call center strategy needs historical data, future prediction, and experience. The required experience you must be holding. And the historical data you can easily extract from the reports available in your intelligent call center software. Future predictions

Call Center WhatsApp Integration to Cater to Millennials and Gen Z Consumers

A call center is one of the industries that have been evolving. As time changes, new technology evolves the habits of consumers, and buyers change, too. To meet the expectations and demands of customers, it is necessary to first understand

Major Outbound Call Center Trends 2021: You Must Know to Stay Ahead of Competition

Call centers are one of those industries, which get affected by both, internal and external factors. From major reshuffling of staff to never seen before technology trends, completely changed consumer behavior, newly enforced telecommunication law, etc. have the power of

Why Using Social Media Integrated Call Center Software Is Necessary for Businesses?

Businesses use an intelligent call center software solution to deliver a jaw-dropping customer experience to their existing clients and to immediately respond to the prospect queries. Using traditional channels of the call center software to address the needs of the

How E-commerce Businesses Can Get Holiday Ready?

The end of the year often causes spikes in eCommerce businesses in the USA, European countries, and other places due to the holiday season. The year 2020 is supposed to cause more traffic and volume in eCommerce and similar businesses

Customer Analytics to Strategies Better Customer Experience Plan

Change is constant and bringing positive change is a necessity. In businesses, many actions are taken to handle customers and their positive experience with the brand. Businesses keep investing resources to bring out the best possible for customers. However, to

How Agents Can Identify Fraud on Inbound Calls?

Call center fraud is nothing new. From 2013 to 2019, a 350% increase is registered in fraud calls. During the pandemic, fraud on inbound calls has increased. Therefore, it is necessary to be careful. One easy thing you can do