Modern business is a race for customers. Every inquiry, every call is an opportunity to win loyalty or lose it forever. That’s why a contact center has become one of the most critical tools for customer interaction. But how should it be set up? Should you create your own…
Customer Experience and Customer Lifetime Value are closely interconnected marketing concepts. Both emerged around the same time and today play a crucial role in building strong, long-term relationships between businesses and their customers.
In this article, we’ll explore…
What is After-Call Work (ACW) or call wrap-up in contact centers?
November 14, 2024
After-Call Work (ACW) is a key metric for contact center operations, directly influencing efficiency and productivity. This article provides a full and detailed guide on the work an agent performs after ending a call.
Defining After-Call Work (ACW)
After Call Work (ACW) is…
Interactive Voice Response (IVR) systems have long been a key component of call centers, contact centers, and customer service operations. But as new technologies emerge, the world is changing, and so are customer expectations. Today, let’s dive into IVR systems: what…
The term “Blended Agent” reflects current trends in the development of contact centers, where hyper-personalization of customer interactions and effective resource utilization are becoming increasingly important. Although there is no direct equivalent in…
You might wonder, “Are cold calls still relevant?” Surprisingly, yes. Amidst the overwhelming volume of digital ads, social media promotions, and spam-filled e-mail inboxes, cold calls have become even more effective than before.
To clarify: while the effectiveness of…
Unlocking the Power of Outbound Sales Outsourcing Why Telemarketing & Sales Call Centers Boost Business Growth
November 7, 2024
In a competitive market, businesses are constantly seeking ways to increase efficiency and drive growth. One proven solution is Sales Outsourcing, where companies partner with experienced professionals to manage their outbound sales efforts. This strategy not only saves…
Outsourcing contact centers has become a crucial strategy for companies looking to increase income in addition to providing customer service. In the current competitive environment, businesses look for methods to streamline operations, cut expenses, and boost productivity…
In today’s tourism and travel industry, success hinges not only on service quality but also on the ability to swiftly respond to customer needs. Tourism agencies increasingly turn to call center services to ensure seamless customer support, maintaining connections at every…
Hyper-Personalization in the Contact Center: 7 Practical Examples
November 1, 2024
In the fast-paced world of Customer Experience (CX), staying ahead is essential. As we approach 2025, one strategy that continues to gain traction and redefine how companies engage with their clients is hyper-personalization. The days of one-size-fits-all approaches are…
