What is Customer Effort Score (CES) from a marketing perspective? The Customer Effort Score (CES) is a survey used to determine how easily customers interacted with your company to meet their needs. This interaction could involve customer support, purchasing, sales, and…
What is CSAT? In a call center, this is one of the Key Performance Indicators (KPIs) related to customers. Alongside Net Promoter Score (NPS) and Customer Effort Score (CES), this metric directly influences customer loyalty and the willingness to make a purchase. Let’s…
What tools does Automatic Call Distribution (ACD) have to enhance customer interactions, and what benefits can it bring to your business as a whole? Learn all about Automatic Call Distribution (ACD) and how it works for the efficient handling of a large number of inbound…
What is the difference between a call center and a contact center? In everyday usage, these two terms are often used synonymously and interchangeably. This is not surprising, as both call centers and contact centers perform the function of communication with customers. When…
VoIP for Call Center: Everything You Need to Know About the Technology
December 6, 2023
The technology of voice communication over the Internet, or VoIP telephony for call centers, enables regular phone calls as well as the transmission of text messages and video communication over the Internet. The technology offers unparalleled flexibility…
Email is a convenient and straightforward way of interacting with clients. It is an established form of business communication with partners, allowing for order confirmations, receiving newsletters, invitations, and more. Contact center Email Management is carried out in…
Contact Center Live Chat: Making the Solution Convenient for Everyone
November 28, 2023
Messaging apps are gradually replacing not only email communication but also traditional phone calls. That’s why contact center live chat is not just one of the tools in modern communication but a crucial link in the “customer-business” chain. But how do…
CRM system for Call Center: Omnichannel and Reporting as Key Success Criteria
November 28, 2023
At the moment when a business faces the task of implementing CRM system for a call center, more attention is being given to parameters such as omnichannel capability and reporting. Why exactly? What is the essence of omnichannel, why is reporting crucial, and how do these…
Why did we decide to consider business process outsourcing (BPO) from the perspective of cost optimization? There are several main reasons for this. Firstly, it is a global economic trend towards increased efficiency, vividly represented by the automation of business…
Computer Assisted Telephone Interviewing (CATI) is a unique tool that allows businesses to promptly respond to any market changes. The presence of a personal mobile device in almost every person enables the efficient conduct of social surveys, obtaining feedback from…
