Last updated on December 5th, 2020 at 10:51 am A Peek Into Customer Contact Week – Asia Online: Part I 2020 has been quite the year for working from home! However, amongst the myriad changes we’ve faced, being able to attend multiple, really insightful virtual events from the comfort our sofas, has definitely been a plus. For instance, we attended both CCW, Las Vegas, and Enterprise Connect virtually this year. (Read more about these events here). And for the next two days, we’re attending CCW Asia, where we hope to glean some great insights on the state of CX in Asia. The following article s ..read more

How to handle service spikes with ease The month of November officially kick-starts the holiday season. During COVID-19, the public has largely avoided retail stores for the better part of the year. Instead, online shopping has been favored for everything from groceries to furniture.  Here’s what you can do to prepare for the rush and get your teams up to the mark. Digital is the new black  Optimize your customer experience with the right tools in 2020. Digital experience is definitely the most important aspect to get equipped for this season. It matters how your customers experience ..read more

Customers don’t care whether you are communicating with them via a call center, a multichannel contact center, or an omnichannel CX hub. What they do care about is results and the quality of their experience. Today customers use a variety of platforms, services, and channels. Whether it’s text, live chat, Facebook, or WhatsApp, they like to reach out to businesses via these same channels that they use for their work and personal life. Plus, they demand easy 24/7 access, personalized, and consistent experience across all these touchpoints. Businesses are working hard to meet and exceed these cu ..read more

What is customer engagement? Broadly speaking, customer engagement is the way(s) a company interacts with customers to create a relationship with them. This is done to foster brand loyalty, wherein in a competitive landscape, your customer base prefers your brand over the competition. What is a customer engagement model? A customer engagement model is one where at every stage of the customer lifecycle the company makes a strategic yet sincere attempt to create brand loyalty by exceeding customer satisfaction and experience through proactive, meaningful, and contextual customer interaction. T ..read more

What is Omnichannel? Omnichannel is a unified communication strategy across content and media that businesses utilize to engage with customers and improve overall customer experience. In the business world, the term “Omnichannel” is not new. Think omnichannel retail, omnichannel marketing, or omnichannel customer experience. The stage for omnichannel retail was set almost two decades ago with Best Buy’s customer-centric model that offered both on and offline sales and post-sales customer support. What is an Omnichannel Contact Center? An omnichannel contact center is one that integrates and un ..read more

This year, between lockdowns and quarantines, contact centers across the world are impacted both in terms of being able to stay open as well as unavailability of agents. The agents who are now working from home also face numerous hindrances like poor connectivity and lack of the right technology. At the same time, companies are facing higher call volumes, almost 60% in some sectors, with customers who are increasingly frustrated and stressed. The need of the hour in these increasingly digital times is a self-service option that lets both customers and companies quickly deal with customer suppo ..read more

The advantages, disadvantages, and 5 realistic use cases for conversational AI When it comes improving and enhancing customer service and support processes, AI holds incredible promise for both support and sales call centers. Especially with discerning customers wanting service quicker, faster, and as stress-free as possible. (Also Read: What is Conversational IVR? And how can it improve customer service?) Like with any technology however, it is unrealistic to assume that Conversational IVR can be used effectively in every scenario. I’ve noticed that for rapidly evolving such as conversational ..read more

What is CCaaS? CCaaS or Contact Center as a Service is a cloud-hosted contact center software. A cloud contact center is a software as a service (SaaS) that is deployed and stored in the cloud. It is always up-to-date with new updates automatically applied by the service provider. Since it is created and maintained in the cloud, it is therefore offered as a “service”, This is why is also known as CCaaS or Contact Center as a Service. Generally available through some form of a subscription model(s), over the last decade and a half, CCaaS has redefined the complexion of call centers. By simplify ..read more

If your business focus is to increase growth and value for customers, it’s important to meet and exceed their expectations. Yet, most businesses use outdated IVR systems that are not user-friendly.  But, it doesn’t have to be that way. Technology has made long strides in the last decade to make intelligent automated phone support a reality. Conversational Interactive Voice Response (IVR) is one way to transform how businesses conduct customer service for the better. What is Conversational IVR? Conversational IVR uses voice/speech as input to interact with the IVR system, in contrast with ..read more

Learn how auto dialers improve both your sales and support processes Introduction Learn how auto dialers improve both your sales and support processes. Use cases | Guidelines | Comparison Charts Why use auto dialers? Did you know that in most sales departments, representatives waste nearly 60% of their time on unproductive work such as dialing, waiting for leads to answer, and listening to busy tones? That leaves them with less than half a working day to do their actual job, that is, to converse with leads and convert them. Over the years we’ve successfully setup cloud communication solutions ..read more