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Losing Customers despite Best Efforts – II
All companies, or at least a large number, spend considerable time in discussing how to improve customer experiences and provide value-added customer service. Despite what they consider to be their best and concerted efforts, they may find themselves losing customers steadily. There are a number of reasons why customers decide to stop any association with…
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Remain Competitive with an Interactive Telecom Booklet
As a call center business owner, it is imperative that you know how to be at par with industry standards. The features of an ideal call center business is one that – Higher rates of First Call Resolution or FCR Lower Average Handle Time or AHT spent on each customer Improved productivity of call center…
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Unleashing the Power of a Telecom User Guide
When you unleash the power of a telecom user guide, you can do a lot of things including – Gain access to your company’s knowledgebase fast and easy. This will further provide you with the benefit of resolving issues and customer concerns fast. The principle behind the telecom user guide is that it automatically pulls…
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Empowering Agents with an Interactive Telecom Guide
How do you empower your agents? Is it only by providing them with a comprehensive knowledgebase? Is it only by providing them with scripts by which they should adhere to? The best way to empower agents is to provide them with technology or application that will allow them to gain easy access to knowledgebase and…
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Making the Most of Your Interactive IT Manual
In a call center business, it is important that you must make use of an interactive IT manual so that you can empower your call center agents and at the same time ensure the progressive growth of your business. When you empower call center agents, you are actually hitting two birds with one stone. With…
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Customer Service Recovery II
Even the most successful and highly rated in customer service companies, are bound to make mistakes. It is a given and even customers understand that. But how companies deal with these failures and swing in to service recovery mode is what defines success or failure. Customer Service Recovery is just 3 simple words that are…
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Use Step By Step Call Flows to Enhance Customer Satisfactions Score
How you answer your customer calls plays a very important role in their satisfaction index. Your customer support agents need to have the customer’s undivided attention on the phone to ensure that they are completely satisfied with the responses they get from you. If you get the call interaction right, you create memorable customer experience,…
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Smoother Step By Step Call Flows for Better Customer Experience
When customers call your call center with software troubleshooting problem, or product malfunction (failure) the last thing they expect is an excuse not to help them. Your call center needs to have rich step by step call flows to ensure that whatever questions customers ask, are given to them in a perfect manner that leaves…
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Improve Productivity of Call Center Agents with Interactive Computer Bible
How can you improve productivity of call center agents with the use of interactive computer bibles? An interactive computer bible works as a tool that allows you to access your entire knowledge base on any given topic- a customer query, an agent query, etc. Yonyx enables organizations to create decision tree driven interactive guides for…
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Improve Consistency of Call Center Agents with Interactive Decision Trees
Do you know that you can improve consistency of call center agents with interactive decision trees? Interactive decision trees work by ensuring that your agents have all the information they need to make fast decisions when customers come calling. By making decisions tailored by some of the best technocrats in your company, your help desk/call…
