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cloud-based

5 Advantages Of A Cloud-based Inbound Call Center

Thinking about switching to a Cloud-based inbound call center? You’re not alone. Many savvy managers of premised-based call centers are. But it’s a tough decision to make. Switching to a Cloud-based call center offers numerous advantages. It’s why more and companies are doing it—even high profile ones like British Telecom. BT recently launched a Cloud-based call center in Spain. This center scales from 50 seats to 1000 seats, delivers intelligent routing to 190 countries, and integrates multiple communication channels—voice, e-mail, Web chat, and so on. But switching to Cloud-based call center entails risk—especially to your data. And while some of […]

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Innovation Culture

The 10 Key Elements Of An Innovation Culture

Apple. Amazon. Google. What’s the secret behind their success? It’s their ability to innovate. These companies are among the most innovative in the world. And, thanks to their innovation culture, they’re also among the world’s most successful. But these are tech companies. They should be great innovators. Right? Innovation drives many tech companies. But it also drives many non-tech companies. Ever hear of Starbucks? How about Whole Foods Market? Or, Cocoa Cola? All are on the Forbes list of 100 of the world’s most innovative companies. Innovation benefits any company. It can benefit yours. Why is innovation so critical? It’s [...]
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call center metrics

16 Vital Call Center Metrics Which will help others

How do you measure the effectiveness of your call center? How do you identify gaps and build improvement strategy? Here is the comprehensive list of vital call center metrics. We have put together a list of 16 call center metrics which we track on daily basis & hope these will help others too. C-Sat (Customer Satisfaction) **Top Call Center Metrics It is a measure of how products and services supplied by a company meet or surpass customer expectation. C-SAT is based on customer’s experience with the support or service. The scoring for this answer is most often based on a […]

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call center mistakes

7 Biggest Call Center Mistakes That Need Attention

Have you implemented a CRM strategy yet? No? Its one of the biggest call center mistakes. Put it at the top of your To Do list. Customer relationship management is among the hottest call center trends around. That’s because it can turn a cost center into a profit center. And that’s driving more and more managers to implement CRM. CRM has numerous benefits. Its biggest benefit might be that it can help you turn ordinary contacts into life long customers—the secret to thriving in today’s hotly contested environments. But many companies that switch to CRM waste its potential. That’s because […]

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