Introduction In today’s fast-paced business landscape, mastering sales success is not just a goal but a necessity for staying ahead of the competition. One of the most powerful tools in achieving this success is leveraging the capabilities of sales call … Read More
Masonry Blog + Sidebar
What is Redaction and why it’s important for your contact center?
Introduction In today’s digitally driven world, contact centers serve as pivotal hubs for businesses to interact with customers. However, amidst the myriad of conversations lies a treasure trove of sensitive information, making data security a top priority. According to a … Read More
What is Real-Time agent assist? How does it Work?
Did you know that 79% of consumers prefer live chat for quick responses to their queries? This statistic underscores the growing demand for instantaneous support, making real-time agent assist technology a game-changer in the call center industry. Whenever a customer … Read More
Automated Quality Assurance: Enhancing Contact Center Performance
As we’ve all come to know, Perfect service quality is crucial in the hectic world of call center operations. The call center industry demands impeccable service quality and this is where Automated Quality Assurance (AQA) comes in. Automated Quality Assurance … Read More
Predictive analytics in healthcare? What are its Benefits and future?
In a time where decisions are based on data, healthcare stands at the precipice of a transformative journey propelled by predictive analytics. Picture this: a world where ailments are foreseen and prevented, resources are allocated with precision, and patient care … Read More
What is After Call Work (ACW)? How to Improve it?
Every second matters in the hectic world of customer service. What occurs next after a customer conversation concludes can have a big impact on customer satisfaction and agent productivity. How agents spend their time immediately after a call ends can … Read More
What is Customer Churn? 5 ways to avoid Customer Churn in you contact center.
Retaining customers is essential to the long-term growth of any firm. Contact centers around the world have difficulty lowering the expensive customer churn rate. Forrester estimates that attracting new clients can be five times more expensive than keeping hold of … Read More
Unleash Next-Gen Support: Generative AI’s Revolutionary Impact
Did you know that by 2025, an astounding 80% of customer service interactions will be handled by AI, as predicted by Gartner? This staggering statistic underscores the seismic shift underway in the realm of customer support, driven by the relentless … Read More
Mastering Productivity Calculation in call centers: 2X Growth with 5 Unique Ways
Introduction In the fast-paced world of Business Process Outsourcing (BPO), specifically call centers, maximizing productivity isn’t just a goal; it’s a necessity. According to a study by Deloitte, 65% of BPOs consider productivity calculation crucial for strategic decision-making. With the … Read More
Perfect Customer Service Performance Review: A Guide with Examples
Welcome to the ultimate guide on perfecting customer service performance review. In today’s competitive business landscape, customer service excellence is paramount for success. According to a study by Microsoft, 96% of consumers worldwide say customer service plays a crucial role … Read More