After a long day at work, the last thing that you want to do is spend hours on the phone...
Tools
In the year 2020, no matter what the size of your company or business the selection of the best client...
In an earlier post, I talked a bit about the creation and set up of a CRM for a friend...
Firstly I hope that everyone is staying safe and sane during this very weird and bizarre time in the world!...
Remember 'Jarvis' from Iron Man or 'Irona,' the Robot Maid from Richie Rich? Well, if you do, then you already...
The rapid advancement of AI technology has led to benefits in numerous business sectors. We have previously talked about their...
Customer experience is the most vital aspect that needs to be positive in order to be successful in the market....
Small business owners, freelancers, and entrepreneurs are probably one of the most overlooked group when it comes to marketing, software...
If you want to invest in customer support software such as Freshdesk, you may be wondering if the cost of...
For the success of a business, managing the customer relationship is essential. For any company, the client is seen as...
With regard to real-time communications, there are two aspects that businesses focus on. They would like a system that not...
If you run a business that relies on customer experience to grow, then chances are that you have probably heard...
In the early days of my career I was responsible for setting up an operation in a different city. It...
As an IT professional, it is incumbent upon you to continue developing your skills and knowledge as that is the...
First – what is an IVR? Some people also call it an ACD but whatever you call it, an Interactive...
I was recently asked this question in one of the forums that I am active on and its actually a...
What is Mind Mapping? In its simplest form, it is a technique whereby you use a diagram to represent words...
One important thing to remember from a Customer Service point of view is that the last person you speak to...
The key things you need to remember if you're using Excel or any staffing program is to ensure that your...
Skill-Based RoutingSimpler to say than actually execute, SBR is a way of ensuring that your contact reaches the agent best...
Escalation Matrix -OK, great, we've got an SLA, we have the appropriate staff in place to take the call when...
Erlang 'C' is a Nobel winning formula used in the Call Centre and Operations industries to determine the correct and...