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…
The rapid progress of artificial intelligence technology has brought chatbots to the forefront of business communication. They’re not just for answering FAQs anymore; they’ve evolved into full-fledged digital ambassadors for modern brands. With applications…
How long are you willing to wait until a call transfer in the call center connects you to the right operator? According to statistics from several leading research organizations, about 70% of customers expect to be connected to a support representative within 30 seconds.
Cross-selling, already well-known as an effective means of increasing sales revenue. Although their benefits are obvious, sometimes difficulties arise in mastering and using this strategy in contact centers. This article is about how cross-selling can increase revenue and…
Despite all the advantages of remote work, working in a call center from home is exhausting and stressful. According to experts from the international HR community The Society for Human Resource Management (SHRM), 75% of call center operators suffer from emotional…
SIP is one of the most common protocols for implementing VoIP technologies. The protocol is used in IP telephony to initiate, manage, and terminate voice and video communication sessions over IP networks. It defines how phones and other devices establish, maintain, and end…
Despite the availability of a large number of communication channels, 61% of Ukrainians choose a phone call to order a product or service. When assistance with a product or information about a service is needed, 58% of customers turn to the technical support service by…
In the era of business globalization and the trend of remote work, IP telephony has become the primary means of communication. Customer service sectors and call center outsourcing have long been using VoIP telephony. With a VoIP number, clients can communicate with companies…
What is customer experience? I have my own, very fresh and relevant example in our time. I want to share it. So, recently I was dissatisfied with the services of an internet provider. Irritated and angry, I called their call center every time the internet disappeared. And…
