Register for our Smart Business Tour for SMEs. I am working in partnership with Nigeria Association of Small and Medium Scale Enterprises (NASME Lagos) in an MSME Smart Business Tour organized by #NASME Leadership in one of its many empowerment programs planned for its members in 2017. Scimitar Global Services and Microsoft will be hosting the members of NASME Lagos.is the post excerpt.
Unlocking Efficiency: The Power of Scheduled Reporting in Contact Center Management Reporting of your Call center activities is a very important feature of a contact center management. Call center reporting includes the collation and presentation of all data on activities around customer interactions and agent performance. The data is captured from various customer interaction channels, for analyses and can be through dashboards, scorecards, analytics tools and performance summaries Here are the benefits of having a Contact center with robust reporting capabilities: Enhanced...
Every customer appreciates it when their time is respected and attended to accordingly. Businesses with many walk-in customers must take absolute control of managing their walk-in customers without any form of partiality. Queue Management Solution helps you to optimize efficiency and properly coordinate your customer in the order of first come, first serve. Queue Management is the systematic process of managing queues to improve end-user waiting times and teammate efficiency. It ensures that you attend to the customers proficiently and in the...
Video engagement is an act of virtual communication between two or more individuals at the same time. This face-to-face conversation is a real time, virtual engagement that enables individuals or groups in different locations to communicate and collaborate using video and audio technology. This is a transformative means of communication that allows individuals to see, hear and share information with other participants as if they are in the same location regardless of their different location. Video engagement is playing a vital...
A queue management system is an essential need for every walk-in business to coordinate customer arrival, waiting time and roll call. It is all about time management as it gathers real-time data about the service, wait time, and customers. Queue management helps to enhance customer satisfaction, optimizing operational efficiency, and improving overall business performance facilitating brand acceptance and customer satisfaction. Analytics provided by a queue management system empower to identify key areas that need improvement. Improves business image. The use of a...
A predictive dialer is a systematic way of contacting a specific lists of telephone numbers enlisted in a folder. It is an act of dialing a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. A predictive dialer is a type of automated dialer that put phone calls even before the agents become available to receive calls. This feature of contact center solution is designed to increase agents' efficiency to speak with...
The Benefits of Having A Happy Contact Center Team Provided with The Right Omnichannel Contact Center Software and CRM Tools Will Help you Unlock So Many Values For Your Business! According to management jungles, the most valuable resource in a business is not only the financial resources but also the human resources; armed with the right tools, training, skills and environment, they can deliver on their set tasks or targets. After all, it is the people who drives innovation, creativity,...
A business development technique known as contact center outsourcing involves a corporation hiring a professional third-party service provider to manage different parts of its contact center and customer support activities. The business assigns the tasks of their customer relationship management to an outside partner with the expertise, assets, and technology required to effectively manage their customer care and support rather than doing them internally. Numerous services, including telemarketing, technical support, inbound and outbound client interactions, and more, might be included...
Hold-Time Happiness: The Power of Efficient Call Routing and Response Management With customers now smarter, tech savvy and very impatient, it is very frustrating being kept on hold, listening to monotonous hold music, and wondering if their call will ever be answered. So they drop off sometimes very unsatisfied with their experience. The key to achieving "Hold-Time Happiness" lies in deploying a Robust Omnichannel Call Center Solution with Customer Relationship Management (CRM) with efficient call and skilled based routing and response...
Customer expectations from services providers today are higher than ever. Customers demand a seamless and consistent experience, no matter which communication channel they choose to engage with your Business. So, meeting these expectations is crucial engaging and retaining customers, driving loyalty, and staying competitive. In this post, we'll explore the challenges faced by Businesses at their contact centers and also discuss strategies to ensure an improved, seamless and consistent customer experience for satisfaction and loyalty which guarantees repeat business for...
Do you want to take your customer relationship management processes to the next level? If your answer is Yes, then you are in the right place! With how smart, impatient, and knowledgeable customers are becoming, offering exceptional customer engagement is not just a goal but a necessity to stay competitive in the market and afloat. And for this to happen you need a Robust Omnichannel Customer Management system as a game-changing solution. What is an Omnichannel Customer Management System? An Omnichannel...
