The Impact of Customer Experience and Omnichannel

2 weeks ago Hutch Morzaria 0
Customer experience is the most vital aspect that needs to be positive in order to be successful in the market. When we discuss customer experience, the term Omni-channel has emerged to be one of the most prominent and irreplaceable buzzwords. However, people are confused in understanding the literal meaning of this terminology. According to HubSpot’s Read More

Top 3 Project Management Software Options for the Small Business

4 months ago Hutch Morzaria 1
Small business owners, freelancers, and entrepreneurs are probably one of the most overlooked group when it comes to marketing, software management and more. In fact, not many companies aim their customer service or work efficiency products and software towards them because the consensus is that this sector of the private industry cannot pay much. Neither Read More

How Help Desk Software Increases Your Customer Support ROI

5 months ago Hutch Morzaria 0
If you want to invest in customer support software such as Freshdesk, you may be wondering if the cost of the software will pay off. It can be tricky to calculate the return on investment (ROI) of your new tools. One of the things you need to consider is if it will bring in revenue. Read More

DIDs and SIP Trunking for Dummies

6 months ago Hutch Morzaria 0
With regard to real-time communications, there are two aspects that businesses focus on. They would like a system that not only saves them money in the long run but is more efficient than the system they already have in place. This way, they can seamlessly upgrade their system while at the very same time keep Read More

Why Does the Right CRM Make a Difference

7 months ago Hutch Morzaria 1
If you run a business that relies on customer experience to grow, then chances are that you have probably heard about CRMs multiple times in your life. If you haven’t and this is the first time you have heard of it, then you’re in luck! In this post, I’m going to talk all about what Read More

Setting up and Launching a Remote Office

2 years ago Hutch Morzaria 0
In the early days of my career I was responsible for setting up an operation in a different city. It was a great opportunity for me and something that I really wanted to succeed in, however looking back on that person with the experience I now have. Well, lets just say that I was very Read More

CSI & Benchmarking

2 years ago Hutch Morzaria 1
As an IT professional, it is incumbent upon you to continue developing your skills and knowledge as that is the only way to ensure that you are current with what is considered “best practice”.After all – while you might think of your skills at work as being similar to Wolverine’s, you’ll realize that he didn’t Read More

Using an IVR effectively

9 years ago Hutch Morzaria 1
First – what is an IVR?  Some people also call it an ACD but whatever you call it, an Interactive Voice Response (IVR) or Automatic Call Distribution (ACD) system is used to get your customers to the right people to answer their questions or provide them with the right information.   When used effectively it Read More

What is the hardest thing about running a call center?

10 years ago Hutch Morzaria 0
I was recently asked this question in one of the forums that I am active on and its actually a surprisingly difficult question to answer.  Here’s what I said to the Questionaire … if you have a similar question, take a read through the points below but pay special attention to the extra info section. Read More

Mind Mapping

11 years ago Hutch Morzaria 0
What is Mind Mapping?  In its simplest form, it is a technique whereby you use a diagram to represent words and ideas.  Linked to this are other tasks or items that are related to the previous item in a hierarchical fashion.  By arranging the elements intuitively according to their relative importance it is easy to Read More

Exceptional Customer Service

11 years ago Hutch Morzaria 0
One important thing to remember from a Customer Service point of view is that the last person you speak to (or chat with or email) is also the most likely to buy your service or product in the future. This is obviously not a hard and fast rule, but more an estimation of the impact Read More