Are you monitoring how your contact center agents serve customers? Are your customers satisfied with the service? Quality control and monitoring customer satisfaction are two key factors that influence the efficiency of a contact center and the overall success of a business.
Outsourcing business processes, including IT development, back-office functions, and contact center services, is essential in today’s business world. Market globalization, fierce competition, and the drive to optimize resources push companies to find efficient and…
The Interactive Voice Response (IVR) system is a key component of modern contact centers. It enables efficient customer self-service, allowing them to interact with an automated system through voice commands or keypad inputs. IVR systems not only reduce the load on call…
Have you ever called a customer service center only to hear, “Sorry, all our operators are busy”? This frustrating experience is often the result of a flawed automatic call distribution strategy. For companies committed to delivering top-notch service, it’s…
Static call tracking as an advantage of the Sirius platform for your marketing department
May 7, 2024
Did you know that the comprehensive Sirius Cloud Contact Center solution includes static call tracking? If not, you should definitely read this material. In it, you will learn what static call tracking is, how it integrates with other components of the Sirius platform, and…
Omnichannel communication is a key trend in customer service technology. That’s why software developers for contact centers aim to integrate all available channels for client-business communication into their solutions. One such communication tool is the callback…
How does the live chat on the website distribute the workload to call center operators?
April 25, 2024
Nowadays the evolution of the Internet and VoIP telephony has boosted social and business communications into a new dimension. Some time ago, business communication used to rely on phone calls or emails, but the current tendency is all about texting in messengers and live…
In simple terms, a virtual PBX is like a digital telephone system, but it doesn’t need the traditional telecom equipment or copper wires. Instead, it uses VoIP telephony over the internet to handle calls. This makes it much cheaper since it doesn’t require…
For a company aiming to engage customers with personalized experiences, data is invaluable. But how can they gather data from phone conversations between customers and call center agents? Speech analytics in the call center addresses this challenge by effortlessly…
70% of company executives outsourcing call centers consider agents’ product/service knowledge as the main factor for sales success and exceptional service. Typically, before launching any project, call center agents undergo training to familiarize themselves with the…
