Jul 14, 2020

Are you spending a fortune on call center technology?

Posted In: Call center technology Author: Uthaman Bakthikrishnan

When you look at the cost of a call center, there are a number of variables with varying complexities. When you contextualize these variables along with the complexities, then you can arrive at the cost of a call center. Most often than not, when a call center technology vendor submits their quote, the buying side […]

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Jul 10, 2020

Cost reduction in the time of great customer service and customer experience

Posted In: Customer Service, Retention, ROI Author: Uthaman Bakthikrishnan

A Customer case study of the online support experiences of 1000 UK adults revealed that 40% couldn’t get online answers to even the simplest questions. 100% of the respondents preferred to interact with a human being face-to-face. However, Chatbots came a close second where 85% of the respondents saw that as a blend of convenience […]

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Jul 06, 2020

Engage your customers at every step of their buying journey!

Posted In: business performance Author: Uthaman Bakthikrishnan

This looks more like a marketing automation topic where they convert a website visitor into a qualified lead. Here, we look at this from the perspective of a contact center platform. How can you engage your prospect at the beginning of their journey? You are in the business of selling gifts and making lives happier. […]

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Jun 30, 2020

ClearTouch ensures high-quality calling for a call center by helping them tide over low-bandwidth connection of its at-home agents

Posted In: BPO, Call Center Solutions, Case Study Author: Uthaman Bakthikrishnan

The customer is one of the largest online marketplaces for instant custom rate quotes on loans and credit cards. You can shop for loans, deposits, and cards online now. The loans that they work include personal loans, vehicle loans, home loans, and education loans. They work with multiple banks, and they get you the best […]

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Jun 25, 2020

Are your agents leaving money on the table?

Posted In: Customer Service Author: Uthaman Bakthikrishnan

A 100-seater call center wasn’t doing well and their CEO thought that it is do with the quality of supervisors and managers that they had. He acted on it and decided to bring in some fresh blood. He engaged a headhunter and interviewed a bunch of seasoned supervisors. After a lot of deliberations and discussions, […]

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Jun 22, 2020

ClearTouch helps a leading bank address the sales, service and support needs of their customers using their cloud contact center platform

Posted In: Call Center Solutions, Case Study Author: Uthaman Bakthikrishnan

The customer is one of the leading banks in India, with 1000+ agents managing various processes. The infrastructure is pretty robust with its call centers and outsourced call centers. They were selling products like fixed deposits, personal loans, credit cards, and bancassurance products of both life and medical insurances of 3rd party organizations. They had […]

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Jun 01, 2020

A few compelling reasons to move to cloud contact centers

Posted In: Call center technology Author: Uthaman Bakthikrishnan

Cloud is the new normal in most enterprises with most of them having moved to cloud or in the process of moving to the cloud and contact centers are no exception to this normal. Studies have shown that two-thirds of the contact centers are open to moving to the cloud. However, how do you know […]

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ACD call system cloud contact center platform

Apr 27, 2020

Business-as-usual – ophthalmic care unit uses teleconsulting to tide over COVID-19 lockdown

Posted In: business performance, Case Study, Healthcare Author: Uthaman Bakthikrishnan

Overview The customer is a not-for-profit missionary ophthalmic care unit, headquartered in Chennai. They have about 1000 employees and serve approximately 1200 patients per day, performing 100 surgeries per day. There were about 3000+ surgeries that needed final follow up from the hospitals’ consultants. They had to cancel thousands of in-person appointments due to the […]

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