How to turn negative feedback into a positive experience
Despite putting tremendous effort and time into products and services, enterprises are often met with negative feedback. When customers criticize your product on...
6 KPIs to Improve Call Center Productivity
The quickest way for call centre managers to inject their C.S.A.T ratings with positive reinforcement is by keeping a close watch on agent productivity....
How to maintain customer relationships when working remotely
A study recently found that 50% of customers decided to switch brands because the latter offered them superior customer service. With the pandemic raging...
Redefining Customer Support with AI driven Chat Automation
Kapture CRM introduces a new element to its chat module. The live chat Software feature has now been equipped with a machine learning driven...
CRM Trends 2020 – Top Predictions for the decade ahead
As you look at your goals for 2020, you find yourself standing at the gates of a new decade. Customers now expect companies to...
The Importance of Self Service in the Digital Age
A study by Forrester found that 80% of customers across multiple industries prefer self-serve usage and 60% of them prefer to use forums to...
Learning Management System – The Most Effective Way to Train Employees
A support agent may need to be well versed in product know how – he must be a specialty. A Learning Management System lets...
TOP 5 BEST ON-HOLD MUSIC FOR BUSINESSES THAT HANDLE MASSIVE INBOUND CALL VOLUME
“The Psychology of Telephone “On Hold Programming” by Dr Jim Will found that The Perceived wait time could frustrate a caller if he feels...
Why AI Chatbot Should be a Part of Your New Support Strategy
The personification of computers to achieve human interests is nothing new. Right from R2d2 in Star Wars to the Terminator – we’ve seen extreme...
Kapture’s Newest Feature Lets Agents Merge and Split Tickets Within Its Omnichannel Inbox
The life of a support agent can be made simpler. Kapture’s new ticket-splitting feature helps agents create fresh tickets within existing threads when queries...
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