Gone are the days when virtual agents where just a concept on drawing board. Today it is a reality that is quickly augmenting and replacing the need for human support personnel. And everyone, including small and large companies, have embraced…
A misplaced notion about setting up a call center is that technology eats up the largest portion of the total cost of operation. Many threadbare cost analysis have shown that about 75% of the costs of a contact center are…
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…
As businesses increasingly go online, customer care would play a bigger role in determining their fate in the market. This is because, for online customers, the only real point of contact is the call center and so the onus of…
