06 July 2016

Benefits of Callbacks in the Contact Center

Written by Nicole Robinson, Posted in Contact Center, ComputerTalk

Contact centers experience spikes in activity, which lead to longer hold times and frustrated customers and agents. When organizations implement callback in their contact center, they are able to better align available resources to customers’ needs and gain operational improvements in key service metrics.

Here are some benefits to offering callback in your contact center:

A BETTER EXPERIENCE FOR CALLERS

  1. Callers can request callbacks to avoid waiting in queue for long periods of time.
  2. Callbacks increase customer satisfaction by freeing up the caller’s time. Callers can complete other items on their to-do list while waiting for a callback.
  3. Customers are connected to the best suited agent which increases first contact resolution and decreases call time. 

06 March 2013

5 ways to improve your contact center

Written by Vivian Pow, Posted in Contact Center, Lync, Unified Communications

Everyone wants their contact center to be customer-centric. However, many aren't, because they are stuck with outdated operational strategies that no longer work in today's customer care landscape.  With the rapid evolution of communication channels and technologies, organizations have to change their approach to engaging and retaining customers, to stay relevant and competitive.

As a contact center provider who has been around for over two decades, we have some tips to share on how to be more customer centric: