Category: Contact Center Software

A Comprehensive Guide to Net Promoter Score: History, Calculation Formula, Survey Tips If you are an entrepreneur or a business professional, you probably know what the term ‘Net Promoter Score’ means. If not, then you must have been asked this question by at least one company at some point in your life: “On a scale […]

How AI and Omnichannel Support Elevate Customer Service in Call Center “Just as electricity transformed almost everything 100 years ago, today I actually have a hard time thinking of an industry that I don’t think Al (Artificial Intelligence) will transform in the next several years.” This quote by British-American computer scientist Andrew Ng pretty much […]

AI in Healthcare: A Comprehensive Guide on How AI Can Revolutionize Patient Care “Al has the potential to markedly improve productivity, efficiency, workflow, accuracy, and speed, both for physicians and for patients. What I’m most excited about is using the future to bring back the past—to restore the care in healthcare.” The quote by noted […]

The Hidden Costs of Manual HMO Call Centers: Why Omnichannel is the Future HMO contact centers are organizations or dedicated departments that handle queries and issues related to Health Maintenance Organizations (HMOs). This type of contact center usually provides support for appointment scheduling, medical advice, and appropriate medical services. HMO contact centers also play a […]

The Rise of India’s BPO Industry: Key Factors Driving Success In his bestselling and multiple award-winning book “The World Is Flat,” renowned author and columnist Thomas Friedman has dedicated an entire chapter to outsourcing. In it, he has essayed the role of India’s Business Process Outsourcing (BPO) industry in not only enhancing the country’s economic […]

Employee Attrition : Types, Reasons, Effects, and Strategies to Control What comes to your mind when you read the term “employee attrition?” Big Quit? The Great Resignation? Mass Layoffs? Quite Quitting? Recession? Even though, in the last few years, employee attrition has become a huge concern for many organizations, particularly the ones in the call […]

A Guide to Choose the Best Contact Center Software for Your Enterprise Contact centers come in different types and sizes. If we speak about the latter, then some contact centers believe in the philosophy of German-British statistician and economist Ernst Friedrich Schumacher, which is “Small Is Beautiful.” Such contact centers employ a handful number of […]

Beat Long Wait Times & Misdirected Calls: Skill-Based Routing in Insurance Just imagine yourself as a customer calling an insurance company for some work. After you’ve provided the inputs in the interactive voice response (IVR) system, the call goes to an agent who does not have the adequate skills and expertise to provide you with […]

How to Boost E-Commerce Sales with Contact Center Software “What does the sales of an e-commerce company have to do with contact center software?” If this question comes to your mind, then we would like to start the blog post with a famous real-life incident covered in a recent podcast. The guest, who is a […]