3 Factors that Lead to Agent Stress and how Contact Centers Can Alleviate It

3 Factors that Lead to Agent Stress and how Contact Centers Can Alleviate It

A Contact Center job beats all others in terms of induced stress levels. While this poses serious health hazards to workers; contact centers suffer since overall performance is reduced leading to unwarranted expenditure. When everyday Stress hits its peak, it can give way to ‘Burnout’ (chronic emotional and interpersonal stress) which is best avoided for employees as well as for Organizations. As such, Contact Center Stress is a serious issue that must be highlighted and…

Tips for Effective Call Center Management During Festive Season

Tips for Effective Call Center Management During Festive Season

The holidays are just around the corner and your support team is cracking their knuckles for a large amount of work that lays ahead. Chaos and confusion are on the way – they believe. It doesn’t have to be this way – you can actually have a smooth sailing contact center during the holidays. Picture this scenario, a ticket gets generated and then it magically flies into your agent’s computer. In just a few minutes,…

Types of Customers and How to Help Them

Types of Customers and How to Help Them

Understanding the customer types is one of the survival skills needed to succeed in the sales industry. The art of selling in the B2B industry is completely different from that of B2C. Selling requires more of an optimistic point of view as the person would be handling sales rejections on a daily basis. B2B involves selling services or components to professional buyers trained by their parent company to get the best possible deals! Earning a…

What’s First Response Time in a Call Center and How To Improve It?

What’s First Response Time in a Call Center and How To Improve It?

The first response time (FRT) is the time your customers are required to wait before they get attended by a qualified agent. For a call center, the first response time or FRT is equivalent to the first handshake with the customer as they walk-in through the front door. In this sense, the FRT is a critical metric to measure a call center performance. As the proverb goes, if you can measure something you can improve…

How call center software API determines service quality and productivity

How call center software API determines service quality and productivity

Today, a business-client relationship is far removed from a one-time transaction. Present day customers demand pre and after-sales customer service, which are almost considered a given. With the aim of realizing long-term customer engagement, all businesses are trying to reach that point the easiest way possible. The Call Center Software API integration covers multiple customer service touch points under a single umbrella. Here, we help you understand about utilizing call center API to improve service quality…

How to Craft marketing messages that your prospects would Love?

How to Craft marketing messages that your prospects would Love?

A modern day business carries the capability to reach a bigger audience than ever before. On the down-side, the same audience is ever more skeptic about what you are attempting to sell them. In this circumstance, direct sales approach has inherent limitations in reaching and convincing your prospects. While direct person-to-person sales communications are critical, it certainly isn’t the best way to initially approach customers. Today’s mass marketing strategies advocate turn-key events like never before. …

Chat, email and phone: three ways your customers should be allowed to reach you

Chat, email and phone: three ways your customers should be allowed to reach you

Over the decades communication channels and mediums have seen a mighty transformation. From sending across your message via pigeons to saying “hello” to someone on the other side of the world via chats, technology has ruled the ways in which people stay connected. Similarly businesses today can’t just sit at the fence and function the way they used to, a few years back. They need to be more dynamic, here’s why: Need for Brands to…

Top 3 Benefits of ERP CRM Integration

Top 3 Benefits of ERP CRM Integration

Companies have purchased and deployed ERP and CRM system separately from each other, but integrating the two systems can reap considerable benefits around time to market, improved cash flow and agility. Optimizing the business process as a whole, rather than individual parts, is the surest path to a successful incorporation project, experts say. The potential benefits of ERP-CRM integration are huge. ERP systems provide much-needed internal information that can be shared with new stakeholders. CRM…

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