Author: wpadmin

[vc_row][vc_column][vc_column_text]How do you measure performance for call center agents? Last year, more than half (57%) of America’s customers have have hung up their phones in frustration— their complaints still unresolved*. Something is wrong with how call centers are addressing their customers We outline 5 such somethings. And then explain how Small businesses can work around these:[/vc_column_text][vc_empty_space][vc_column_text] Problem 1:It’s taking too long to get to a live person. You’re already mad at...

[vc_row][vc_column][vc_column_text]How do you measure performance for call center agents? [qodef_separator class_name="" type="normal" position="center" color="" border_style="" width="" thickness="" top_margin="" bottom_margin=""] It’s not just about speed and number of calls/live chats answered. The bottom line is quality. [qodef_separator class_name="" type="normal" position="center" color="" border_style="" width="" thickness="" top_margin="" bottom_margin=""] Creating happier customers faster— is the true measure of your agent’s efficiency. [qodef_separator class_name="" type="normal" position="center" color="" border_style="" width="" thickness="" top_margin="" bottom_margin=""] Here are 4 tools...

Amazon has entered into another segment. This time into the cloud call center space. So guess we are gonna have some sleepless nights :) When I heard the news, I immediately set out to understand the offering and created a test account. The following is a list of first impressions:   Create Instance: This was pretty straight forward to anyone who has worked with AWS instances before. I chose...

When we launched our cloud call center product, Cloudagent, we were pretty clear about the pricing model. All call center solutions price per agent with call charges. And thats what we did. This has worked out pretty well for us so far. Especially for enterprise clients. This is because a contact center product helps you get the best out of an agent. So pricing per...

Unless you have been living under a rock, by now you must know that Avaya has filed for bankruptcy. The company itself has said that it will continue to operate. It may divest some properties and most probably will invest more in some other areas. My personal feeling is that they will invest a lot more on cloud technologies. This is good news for all cloud...

So you’ve decided to adopt VOIP. Congratulations! By now, you’ve reviewed all the features you need. And you’ve got that one decision left to make: How many agents does your VOIP package need? And here you run into your first roadblock: Per agent pricing is prohibitive. Unfortunately,  this pricing system is the norm—most packages charge similarly. And this is where trouble begins: Costs start adding up....

Your small business is already an excellent call center. Here’s why: most or all of your staff deal directly with the customer. And so do you. Take Suarez for instance. He runs a Home Carpet Cleaning service with almost 4o staff members. But he often makes himself personally available to his customers.   And, small business staff don’t just interact more personally with the customer; they also...

If you’re small business owner, chances are that cloud CRM advertisements are now stalking you online. Yes. CRM is the latest application based technology to become accessible to small businesses. And yes— it is tempting. We all want to streamline our processes, manage better customer relations, tap into loyalty and drive more conversions. But is CRM alone going to deliver these results? Here’s what small business...

I’m hooked. The new local delivery outfit in my neighborhood is fabulous. And this is main reason why: they’re just really, really easy to call. It’s faster to call them than to fire up an app. And it’s always a pleasant experience. They’re warm and friendly; they recognize me instantly, greet me by name and never waste my time. They remember my last order, last complaint...