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Showing posts from April, 2015

5 ingredients to improve your call center effectiveness

Business communication is handled by the people who talk to the customers directly. Very often we hear about the difference between the top management who makes Policies and the employees who are making conversations with the customers. Many a times these policies that are made by the top management are not passed on properly to their junior employees, or monitored by the top management to ensure these policies are in place. Having the Quality Management in place can help the organization ensure quality in their business communication with its customers. Quality management has become an essential monitoring for all business calls . Flickr In order to ensure that the strategies framed by the top management reach its customers, there need to mechanism which ensures continuous improvement with its ground level staff which represents the company to its customers. CloudAgent’s quality management features allow organizations to constantly monitor the conversations of ground le

Integrate Freshdesk with Cloudagent Call Center Software

Cloudagent provides deep integration with Freshdesk. Now your support agents can combine the advantages of Freshdesk with the ease and flexibility of Cloudagent contact center software . Details given below Ozonetel's Cloudagent Integrates With Freshdesk Freshdesk and Ozonetel have partnered together to provide a comprehensive solution for businesses to manage their customer communication online and offline. Ozonetel has successfully integrated its Contact Centre solution , CloudAgent, with Freshdesk software to add telephony to the offering. With this integration, the calls can be handled intelligently and efficiently by the call center agents. The agents can view the tickets raised in Freshdesk and can greet the callers by their names, request them to enter their ticket ID and provide the ticket status to the callers. The callers are routed intelligently to the appropriate call agent based on the nature of the ticket. The integration provides businesses with a cost-effecti

How Can Real Estate Companies use a call center solution to optimize sales

What do Housing,Proptiger,Commonfloor have in common? They all use the Cloudagent contact center solution :) Sign Up for Free demo The Real Estate industry is fiercely competitive, especially among the various brands, and apart from the obvious service differentiation, it is forced to differentiate themselves in areas that influence the customer service performance. As the consumer’s primary touch point is a call center every incoming call is business lead. This makes it absolutely necessary to employ a strategy that provides customers a defined expected treatment every time he/she calls. Customer should be absolutely sure that if he calls up customer call centre he will be able to get his job done with minimum effort and time. Optimizing the Marketing Activities of Real Estate v    Instead of using just one number on multiple advertising channels,  Cloud Agent  can help you in dealing with each telephone number for each channel to measure the effectiveness of

CloudAgent can Increase your Ecommerce Sales. Find out How?

Photo credit: Flickr Ecommerce in India is currently overtaken the passion of Information Technology. While Ecommerce companies may allow clients to purchase goods and services online, customers who encounter difficulties may sometimes struggle to receive assistance. There is no substitute to a live operator offering customer support when your clients need it. And with so much talk about identity theft, you need a way for your shoppers to feel secure. Even though most e-commerce transactions are managed online, there is still a need for telephone support. 24/7 customer support is the difference between growing a base of loyal customers and leaving a bad impression of your brand that could hurt your business.  Online customers expect useful product information, access from any mobile device, intuitive interfaces, full support, a fast checkout process that accepts all payment methods, and a place to rate their experiences. They don’t tolerate screen freezes, transactional sna

5 tips improve agent efficiency in your call center

Agents are the costliest resource in a call center. So make sure they are efficient and are provided with the right tools. Here are 5 tips to improve your agent efficiency: Photo Credit: Flickr 1. Well designed IVR: A properly designed IVR frees up an agent for more important tasks by taking care of the most common requests/complaints. You can read more about Importance of an IVR flow in a call center . 2. CRM integration: Your call center software should integrate with your CRM and provide the right contextual information to the agent so that he/she does not spend time in trying to search for the customer information after the call lands. 3. Click to call : This allows an agent to connect to a customer directly from the CRM screen, saving time. 4. Dialers : These are a must if your call center is running a sales process. Feed the dialers with a list of numbers and let the dialer figure out the optimal agent assignment. You can use preview , progressive  or predictive   di