Shambhavi Sinha
How AI can be used in customer service?
Contact centers have become vital to businesses' customer support strategies with rising consumer expectations and an ever-growing array of channels. In the digital age, customers can communicate with companies - via email or social media messages. However, -the pressure on businesses is immense as...
Top Customer Service Chatbot Use Cases & Examples
Customers have become more demanding in recent times. Now, they have access to multiple information sources. In addition, the widespread use of sharing mediums allows them to exchange ideas faster. Businesses are now evolving to cater to a customer-centric environment to stay relevant. As...
Which type of dialer does your outbound call center need?
We are in an era of the digital world. With the passing years, the role of customer service is going to expand. Thus businesses should embrace the change. According to Gartner, by 2025, nearly 10% of customer service businesses would revamp the hierarchical staffing...
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...