social media and customer care
it is hard to see any advertisements these days that doesn’t carry facebook or twitter symbol in it, starting from microsoft to a tech blogs, almost every business unit have their own facebook page, where they get to “like” by their existing customers and future customers, similarly with twitter, they get to follow/followed by customers [...]
outbound contact centers – answering machine detection
do you have answering machine enabled on your phone? especially cell phone? i do have, both at my cell phone as well as my home phone, not the kind of answering machine provided by service provider, but the application, that will answer the call after certain seconds of ringing then it will read out the [...]
interacting with IVR system – be sharp and specific
Let us accept the fact, no one love to interact with machine, especially the machine voice is annoyingly with flat tone the machine is not recognizing the voice utterances or key in tones(more on this later) longer we keep the customer to interact with the machine annoying background music but we are in demand of [...]
how many contact centers updates their “homepage” like most websites do?
when it comes to websites, they analyze the visitors, they understand the visitor patterns, e.g.: their geographies, the internet speed they have, the browser the use, the time spent on the website, where they click, what they click, etc after analyzing these details websites change/update their websites from time to time, but we hardly find [...]