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What is CCaaS: A comprehensive guide
The IT world is migrating to the cloud as more businesses recognize the advantages of a cloud-based approach. Traditional models have various flaws that cloud-based models overcome, allowing for a more...
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Best Practices for Call Center Customer Retention
“Profit in business comes from repeat customers; customers that boast about your product and service, and that bring friends with them” – W. Edwards Deming – Expanding your business and growing your...
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How to improve customer experience using call center routing
Traditionally, call centers operated on coming up with reactive solutions. They functioned more like an intermediary between customers and a company. They didn’t have the capability to enhance their...
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9 Best Practices for Healthcare Call Centers to Increase Customer Satisfaction
In today’s digital age, call centers have become very popular among multiple industries across the nation and the world. And the healthcare industry is no such exception. It requires call centers to...
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14 Most Important Customer Service KPI Metrics to Track
84% of organizations working to improve customer service report an increase in revenue. After a positive customer experience, 69% would recommend the company to others. 75% of people would return to a...
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A Comprehensive Guide On Average Handle Time (AHT)
The ability to respond to customers’ calls, resolve their issues faster, and not keep them on hold are all essential to excellent customer service. Average handling time, or AHT, is a metric that...
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What’s First Response Time in a Call Center and How To Improve It?
Responding fast to customer queries makes all the difference in delivering outstanding customer service. There is no easier way to differentiate yourself from the competition than by improving your...
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What Is The Importance of A Help Desk Ticketing System in Your Business?
Implementing the right ticketing system for your customer service is as important as the sincere individual efforts of the team members. Even though your customer support agents are working hard, they...
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Best Practices for On-Boarding Customer Service Agents
Your customer service department is an excellent chance to engage with customers, assist them in resolving difficulties, and demonstrate your concern. When you do this right, you may reap the benefits...
View ArticleHow to Efficiently Monitor Employee Performance in Contact Centers
Monitoring support agent performance in a contact center is crucial for ensuring high-quality customer service, improving agent productivity, and driving business growth. In this blog, we will discuss...
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