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call center services

Live call monitoring is viewed by many as micromanagement. When viewed in this sense, people might argue that it can essentially be counterproductive in their attempt to improve processes. The reality, however, is that this is one of the most effective ways by which you can provide better customer service. And here, we have put together a few benefits to support this notion: Quality assurance Call monitoring goes a long way in increasing the quality…

Do customers find it hard to trust contact centers any longer? So it seems, if we go by the findings of a 2015 report by Dimension Data, which says customer experience has seen a steady drop for 4 years in a row. If this trends keeps continuing, contact centers will find themselves trapped in terrible credibility crisis. Today, with the advancement in mobile and web, customer expectations are changing fast. Although contact centers have been…