Shambhavi Sinha

Call Center Dashboard: Metrics and KPIs to Track

A call center is a centralized department that handles both inbound and outbound calls from existing and new clients. Call centers are either housed within a corporation or outsourced to a firm specializing in answering phones. Today, we will talk about call centers and...

What is an AI Chatbot? Why is it important for contact centers?

Ever since AI was developed, people have been asking the question: will robots eventually take over our jobs? Well, it looks like that day may be coming a little sooner than we thought, as AI Chatbots are now being used to do everything from...

Why ACD Is Necessary for Your Customer Experience

An automatic call distributor refers to a telephony system that automates the routing of incoming calls to the right department or agent. The call distribution is based on pre-defined parameters that work in conjunction with an interactive voice response system to ensure a seamless...

How Call Center Agents can Work from Home with their Smartphone?

COVID-19 pandemic has changed the game and led to working from home becoming the new normal. Businesses that were earlier skeptical of working remotely are now finding ways to enable their workforce to effectively do so. Contact center agents are the frontline executives who...

Which Type Of Dialer You Should Use For Your Organization?

Out of 100 calls, only 14 reach the potential buyers. These numbers could really be depressing when your business largely depends on reaching the right people and converting them into customers. What do you see here? Agents helplessly dialing the numbers to meet targets...

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