Sep 01, 2020

Making your call center humane

Posted In: business performance, Uncategorized Author: Uthaman Bakthikrishnan

There are multiple channels through which customers can contact your business. You have multiple channels so that the customers get to choose the channel through which they want to reach you. Some prefer to contact through social, some go to your portal and access the self-service feature, some use the chatbot, some just write an […]

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Aug 17, 2020

Keep track of everything – should this be your contact center mantra?

Posted In: Agent Efficiency, business performance Author: Uthaman Bakthikrishnan

Have you ever called a contact center and you were greeted with the following message “Thank you for calling COMPANYNAME, your call may be monitored or recorded for quality assurance and training purpose?” Well… why do contact centers have to listen in on conversations between their customers and agents? There are many reasons and perhaps […]

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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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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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blended call center

Apr 05, 2019

The Ultimate Blog for Using Call Center Metrics to Improve Agent Performance

Posted In: business performance, Call Centers, Customer Service, Outbound Author: TCN

You don’t know what you don’t measure. That is, you might have a general idea about call center performance. You could feel that agents are working well. However, you don’t know either of those two things with any sort of clarity. It’s all guesswork and gut instinct. Unfortunately, the qualitative method provides few, if any, […]

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Nov 21, 2017

Comparing Contact Center Solutions: Fees, Features and Further Reading

Posted In: business performance, Inbound, News, Outbound, Scalability Author: TCN

As an executive at your company, you think about how money is made and lost. And, if in charge of company-wide technology investments, the pressure to deliver affordable, effective contact center solutions can be intense—hasty choices can lead to imminent financial losses or limited utility. The following three lines of enquiry can help sort good, […]

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business intelligence

Sep 27, 2017

10 Tips to Reach More Clients with Your Cloud Based Call Center

Posted In: BPO, Business Intelligence, business performance, Customer Service Author: TCN

Some businesses and organizations make huge gains when they employ cloud contact center solutions, easily reaching more clients and subsequently benefiting from increased collections, profits, and loyalty. Other entities struggle. The difference can be explained in one word: implementation. How you use any technology, including a cloud based call center, determines the final outcome. If you […]

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