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Articles from Surabhi Joshi | Selfgrowth.com
- CALL RECORDING AND ITS SIGNIFICANCE: II - by Submitted on Oct 04, 2019 from Surabhi Joshi1. Helps enrich feedback during training sessions: Excerpts from call recording can be used to demonstrate the agents where exactly they failed to meet expectations. The quantitative data from call scoring forms will help to make the feedback more comprehensive. Moreover, this will enhance ...
Views: 367 - CROSS-MEDIA QUEUING AND ITS COMPONENTS - by Submitted on Nov 04, 2019 from Surabhi JoshiThe term “Cross-media queuing” refers to a call center methodology in which all incoming messages, be it a phone call, an e-mail, fax, interactive voice response (IVR) message, website submission or an instant message, is routed in the same way. As per a resource, Intel provided a whitepaper ...
Views: 367 - Provide A Worthwhile Experience To Your Customers With Live Chat - by Submitted on Feb 27, 2020 from Surabhi JoshiHave you ever thought what does a worthwhile and a memorable experience look between a business and a client? It is the type of experience where the business looks to the needs of the current and as well as the potentials customers before and even after they have made a purchase. With live ...
Views: 366 - ALL YOU NEED TO KNOW ABOUT AUTOMATIC SPEECH RECOGNITION - by Submitted on Aug 28, 2019 from Surabhi JoshiAutomatic speech recognition, also known as speech recognition is the inter-disciplinary sub-field of computational linguistics that develops methodologies and technologies that enables the recognition and translation of spoken language into text by computers. This technology is known by various ...
Views: 365 - CALL BLENDING AND ITS UNMATCHED BENEFITS - by Submitted on Sep 27, 2019 from Surabhi JoshiCall blending refers to the capability to make outbound calls while also being able to receive inbound calls, all in one easy technologically created the system. It helps in the equal distribution of calls among the workstations in a call center. This means that all the agents have the same ...
Views: 365 - LIVE CHAT GIVES YOUR POTENTIAL CUSTOMERS INSTANT RESPONSES - by Submitted on Oct 15, 2018 from Surabhi JoshiLive chat is the fastest way to engage your customers in real time. It simply gives your brand a voice and also helps to build a meaningful relationship by talking to the customers over live chat. With live chat you can also increase the chances of high value engagement and even hike sales by ...
Views: 365 - TYPES OF SALES PROMOTIONS – I - by Submitted on Jan 15, 2019 from Surabhi Joshi1. Reward your customers: Customers love discounts and stuff like that. Thus, rewarding your customers will help you build a solid base of loyal, long-term customers and it will entice people to shop more at your online store. Providing great customer service is crucial to the success of your ...
Views: 365 - BENEFITS OF ANI IN CUSTOMER SUPPORT CENTERS - by Submitted on Nov 16, 2019 from Surabhi JoshiAs mentioned earlier, ANI is a feature of a telecommunications network for determining the origination telephone number on toll calls for billing purposes. This amazing feature provides a number of benefits to the customer support centers employing it. We have mentioned some of those benefits ...
Views: 364 - LIVE CHAT PROVIDES INSTANT CUSTOMER FEEDBACK AND FREE RESEARCH - by Submitted on Aug 14, 2018 from Surabhi JoshiLive chat provides instant replies to your customer questions and leave them more happy and charmed by your excellent customer support. There is a lot more which live chat provides, some superb feature and among one of them is customer feedback. The customer feedback industry is a big ...
Views: 364 - WITH LIVE CHAT- GET IN WRITING! - by Submitted on Oct 26, 2018 from Surabhi JoshiLive chat is the most adored customer support tool for your business. It is the simplest way for your on line customers to get in touch with your company representatives, when they face any problem. And the agents with exceptional insights can drive you and resolve all your concerns! What else ...
Views: 362 - BENEFITS OF USING SPEECH ANALYTICS: II - by Submitted on Oct 01, 2019 from Surabhi Joshi1.Deflates operating expenses: Speech analytics can help deflate operating expenses by detecting cost savings and ways to avoid spending money while generating incremental revenue. In order to tune a speech analytics application for a specific site, a significant investment in time and ...
Views: 361 - HOW TO CURB LONGEST DELAY IN QUEUE - by Submitted on Nov 13, 2019 from Surabhi Joshi“Longest delay in queue” (LDQ) describes the longest time period that a customer in a queue waits before either connecting with an agent or hanging up. LDQ is tracked through two categories in call center metrics: i) Longest delay to answer: This is the longest delay for a caller before ...
Views: 361 - INCREDIBLE BENEFITS OF IVR TECHNOLOGY: III - by Submitted on Aug 20, 2019 from Surabhi Joshi1.Faster problem resolution: IVR system offers a faster problem resolution. When this efficacious system is employed, it routes the callers to the best employee to service their needs, questions are often answered and problems are resolved in the initial attempts. This further results in an ...
Views: 361 - TOP 5 TIPS TO IMPROVE YOUR CUSTOMER SERVICE PERFORMANCE - by Submitted on Dec 03, 2019 from Surabhi JoshiThe quality of customer service you provide to your customers plays a vital role in the success of your business irrespective of its size. Therefore, almost all companies try to improve their customer service performance by employing the best strategies. Also, a productive support team will be ...
Views: 361 - USEFUL TIPS TO HELP YOU MAINTAIN A POSITIVE ATTITUDE IN CUSTOMER SERVICE - by Submitted on Jan 03, 2020 from Surabhi JoshiThe customer service agents have to deal with a variety of customers each day. Obviously, not all of them talk nicely, hence, making the job a stressful one. This causes exhaustion, anxiety, lack of motivation, uncertainty, and frustration in the agents. This may further lead to other ...
Views: 361 - A COMPLETE GUIDE TO CALL CENTER ANALYTICS: III - by Submitted on Nov 07, 2019 from Surabhi Joshi1. Cross-channel analytics: Customers today, have been provided with multiple channels through which they expect to be able to reach and interact with call center agents. The data flowing in from each of these channels contains valuable insights. This call center analytics enables ...
Views: 360 - CUSTOMERS PREFER LIVE CHAT - by Submitted on Dec 20, 2018 from Surabhi JoshiHere we are stating a simple fact : Customers love live chat According to the survey conducted by Forrester research, it was stated that 44% of the online customers say that having a live chat available while making an online purchase is one of the most important features a website can ...
Views: 360 - INCREDIBLE TIPS TO BOOST YOUR EMAIL MARKETING CONVERSIONS LIKE NEVER BEFORE - by Submitted on Jan 09, 2020 from Surabhi JoshiThese days, most of the businesses see email marketing as a vital marketing tool. If practiced correctly it can help increase conversion rates. It can further benefit a customer unbelievably. Here are a few tips to make the most out of your email marketing campaigns: Make use of customer ...
Views: 360 - LIVE CHAT : OFFER AROUND THE CLOCK INTERACTIVE CUSTOMER SUPPORT - by Submitted on Aug 28, 2018 from Surabhi JoshiIf you are a small e Commerce retailer, it is very important for you to effectively engage every customer who is there at your website. The basic two factors that will enhance your sales are a unique selling proposition for your online customers and building trust among your customers. With a ...
Views: 360 - LIVE CHAT INCREASES SALES AND CONVERSIONS FOR ONLINE BUSINESSES - by Submitted on Oct 04, 2018 from Surabhi JoshiLive chat option has become the most popular and in demand for many types of businesses. Whether live chat is used an option to provide support or just to answer questions from potential customers, it is an extraordinary tool to hike both sales and conversions. Today we exist in a society of ...
Views: 360 - WHAT IS CUSTOMER EXPERIENCE MANAGEMENT? - by Submitted on Aug 31, 2019 from Surabhi JoshiCustomer experience management refers to the collection of processes a company utilizes to track, oversee and organize every interaction between a customer and the organization throughout the customer lifecycle. CEM aims at optimizing customer experience through gaining the loyalty of the ...
Views: 360 - WHAT IS LIVE CHAT SUPPORT? - by Submitted on Aug 09, 2018 from Surabhi JoshiLive chat is simply a new way to interact and communicate with visitors at your website. Probably it’s the visitor who initiates a chat request when he encounters a problem or query by clicking an icon on your website. It is used for prospective customers to help them with their buying ...
Views: 360 - ADVANTAGES OF USING A POWER DIALING SYSTEM: II - by Submitted on Oct 19, 2019 from Surabhi Joshi1. Improves idle rate per agent: Power dialing system refers to an automated telephone dialing system that connects prospects with agents more efficiently by allowing agents to focus on live connections instead of manual dialing. It makes use of a manually-configured calls-to-agent ratio ...
Views: 359 - HERE’S HOW LIVE CHAT HELPS GARNER THE BEST QUALITY LEADS FOR YOUR BUSINESS - by Submitted on Jun 13, 2018 from Surabhi JoshiLead generation refers to the initiation of consumer interest or inquiry into products or services of a business. Leads can be created for purposes such as list building, e-newsletter list acquisition or for sales leads. A business may acquire leads from a number of sources such as through ...
Views: 358 - INCREDIBLE BENEFITS OF IVR TECHNOLOGY: I - by Submitted on Aug 17, 2019 from Surabhi JoshiAs mentioned earlier IVR technology refers to an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. IVR is a simple and efficacious system that will significantly reduce costs and increase efficiency within any company. It ...
Views: 358 - TOP 5 HACKS FOR AN EFFECTIVE BRAND BUILDING PROCESS - by Submitted on Dec 06, 2019 from Surabhi JoshiBrand building refers to boosting a brand’s equity directly through advertising campaigns and indirectly through promotions such as event sponsorship. In order to build your brand effectively, you need to employ an exceptional brand building process. Now, what all does an effective brand ...
Views: 358 - BEST CUSTOMER RETENTION STRATEGIES : PART III - by Submitted on Jan 09, 2019 from Surabhi Joshi1. Employ a proactive approach towards customer service: Instead of waiting for problems to occur, a company that implements anticipatory service can curb problems before their occurrence. And the best way to do that is to employ a proactive approach. Knowing the problems beforehand and being ...
Views: 357 - EMPOWER YOUR CUSTOMERS AND ULTIMATELY ENHANCE THE CUSTOMER EXPERIENCE! - by Submitted on May 30, 2018 from Surabhi JoshiWhether the customer experience was fair, good or excellent is best known to the customer. Empowering them is a way of enabling them to express whatever they feel. As a matter of fact, the customers today, want you to know what they want and whenever they want. Customer empowerment benefits the ...
Views: 357 - HOW TO LEVERAGE PPC FOR LEAD GENERATION: III - by Submitted on Feb 06, 2019 from Surabhi Joshi1. Resolve all your consumers’ queries: Most of the questions of consumers are born from their uncertainty of availing of your product. Their inquiries include everything including your prices, difficulty in setting your products up and other sorts of queries. Make it a point to answer all ...
Views: 357 - CREATE AN ENGAGING EXPERIENCE FOR YOUR EXISTING AND POTENTIAL CUSTOMERS WITH LIVE CHAT - by Submitted on Nov 03, 2018 from Surabhi JoshiLive chat is a platform which makes it possible for your customers to get in touch with your chat agents. Live chat not only allows you to chat but even to transfer files. Live chat, no doubts benefits your business in many ways as compared to email phone support and various other communication ...
Views: 356 - LIVE CHAT OFFERS CONTINUAL SUPPORT - by Submitted on Dec 03, 2018 from Surabhi JoshiHaving live chat system at your website is a confidence booster for your customers. They know they can interact with your company anytime when they require assistance around their busy schedule. Live chat service is a very convenient option for them. Even if you are shopping at odd hours, late ...
Views: 356 - LIVE CHAT – IMPROVED CUSTOMER SERVICE AND LOYALTY - by Submitted on Nov 06, 2018 from Surabhi JoshiLive chat is effective for many reasons. Live chat provides your clients and your potential customers with immediate access to your support staff and sales team (vice versa). With live chat your team is equipped with many more opportunities to convert these visitors into paying clients or ...
Views: 356 - TIPS TO REDUCE FCD IN A CALL CENTER: II - by Submitted on Nov 12, 2019 from Surabhi Joshi1.Optimize call queue settings: It is a known fact that customers hate waiting when they want to get their queries resolved. The best solution to this problem is modern contact center software. It offers various features to optimize call queues, reduce the wait time and thus exempt FCD. Some ...
Views: 356 - LEAD NURTURING TACTICS: III - by Submitted on Jan 28, 2019 from Surabhi Joshi1. Sales and marketing alignment: For sales and marketing alignment, the shared expectations, responsibilities and goals for this collaboration between sales and marketing should be outlined in a sales and marketing service level agreement (SLA). Creating a formal sales and marketing SLA will ...
Views: 355 - STRATEGIES FOR GENERATING B2B LEADS ONLINE: I - by Submitted on Aug 01, 2019 from Surabhi JoshiIn the previous post we talked about B2B lead generation and its components. Now let’s take a look at the strategies that can be employed to generate leads online: 1.Email marketing: It refers to sending a commercial message to a group of people (typically potential or current customers), ...
Views: 354 - LIVE CHAT GIVES A BETTER FIRST IMPRESSION - by Submitted on Dec 18, 2018 from Surabhi JoshiYou really do not require to be a marketing expert to understand the importance of quality customer support. In today’s era, if you want to differentiate your business with respect to your competitors you need to give something extra to your customers. And this extra does not refers in terms of ...
Views: 353 - LIVE CHAT- ENGAGE UPFRONT WITH ONLINE CUSTOMERS - by Submitted on Oct 10, 2018 from Surabhi JoshiLive chat is the exceptional way to communicate with your online customers. A study made by the Forrester shows that live chat is the most preferred customer support channel and is favored by more than 44% of respondents who connect with the operators in real time. Live chat provides with ...
Views: 353 - WHAT IS MEANT BY NET PROMOTER SCORE? - by Submitted on Sep 03, 2019 from Surabhi JoshiNet Promoter Score refers to a management tool that can be utilized to gauge the loyalty of a firm’s customer relationships. It serves as an alternative to traditional customer satisfaction research and is correlated with revenue growth. NPS measures the loyalty that exists between a service ...
Views: 353 - LIVE CHAT INCREASES SALES AND CONVERSIONS FOR ONLINE BUSINESSES - by Submitted on Dec 21, 2018 from Surabhi JoshiLive chat option has become the most popular for majority of the businesses. Despite giving the best and exceptional customer service, and providing support to your potential customers live chat also helps to increase both conversions and sales for many reasons. Today we are existing in a ...
Views: 352 - WHY YOU SHOULD EMPLOY A PREDICTIVE DIALING SYSTEM: I - by Submitted on Oct 21, 2019 from Surabhi JoshiAs we all know, predictive dialing refers to a state-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialing system helps optimize agents’ time by reducing the idle times between connected calls and freeing agents from dialing calls. ...
Views: 352 - CHAT SOLUTIONS FOR SMALL BUSINESSES - by Submitted on Dec 31, 2018 from Surabhi JoshiWant happier customers? If you get live chat at your website then you are to see happy and satisfied customers, and at the same time your business also grows online. Live chat is there to provide fast, on-demand customer support at your website. It addresses the concerns and queries of your ...
Views: 351 - YOUR GUIDE TO PREDICTIVE DIALING SYSTEM - by Submitted on Oct 17, 2019 from Surabhi JoshiPredictive dialing refers to a state-of-the-art pacing mode used to call a large number of customers within a short period of time. Predictive dialing helps optimize agents’ time by reducing the idle times between connected calls and freeing agents from dialing calls. Predictive dialing gathers ...
Views: 351 - TIPS FOR DESIGNING AN EFFECTIVE CALL SCORING EVALUATION FORM - by Submitted on Oct 09, 2019 from Surabhi JoshiThese days, call scoring evaluation forms are being extensively utilized when analyzing live or recorded calls. These forms, when used along with call recording are highly beneficial for the call centers as they can be used to help enrich the feedback provided to agents during coaching sessions. ...
Views: 349 - YOUR GUIDE TO SPEECH ANALYTICS SOFTWARE - by Submitted on Sep 23, 2019 from Surabhi JoshiSpeech analytics refers to the process of analyzing recorded calls to gather customer information to improve communication and future interaction. The process is primarily used by customer contact centers to extract information regarding client interactions with an enterprise. Speech analytics ...
Views: 349 - BEST STRATEGIES TO CURB AGENT ATTRITION: I - by Submitted on Nov 18, 2019 from Surabhi JoshiAn attrition refers to a common problem when call center employees feel stressed, unrecognized or underpaid. It can further be defined as the rate at which members of staff voluntarily leave the workforce over a given period of time. A thorough understanding of all of the reasons employees ...
Views: 347 - ALL YOU NEED TO KNOW ABOUT CO- BROWSING - by Submitted on Aug 05, 2019 from Surabhi JoshiCo-browsing, in context of web browsing refers to joint navigation through the world wide web by two/ more people accessing the same web pages at same time. Complete co-browsing supports automatic synchronization of the browsers’ state and content, including frames, portlets, or even content of ...
Views: 346 - INBOUND MARKETING STRATEGIES TO GROW YOUR BUSINESS: III - by Submitted on Jul 15, 2019 from Surabhi Joshi1. Content marketing: Content marketing is one of the many beneficial inbound marketing strategies that will help you build your business and grow it further in the long run. It is described as the form of marketing focused on creating, publishing and distributing content for a targeted ...
Views: 346 - HERE’S A LIST OF THE BEST CRM SOFTWARE FOR YOUR BUSINESS - by Submitted on Dec 12, 2019 from Surabhi JoshiAll the CRM software are specially designed to help businesses meet the overall goals of customer relationship management. As a matter of fact, a CRM software can work wonders for your business provided you choose the right one. Let’s have a look at the best CRM software ...
Views: 345 - LEAD NURTURING TACTICS: II - by Submitted on Jan 25, 2019 from Surabhi Joshi1. Build a retargeting audience: Retargeting is a paid medium. A retargeting audience may be built in any of the 4 following ways i) Select marketing content – this is what will be displayed to your audience. ii) Pixel based interactions – this audience is built by placing a pixel on ...
Views: 345 - LIVE CHAT SOLUTIONS FOR SMALL BUSINESSES - by Submitted on Dec 22, 2018 from Surabhi JoshiWant happier customers? If you get live chat at your website then you are to see happy and satisfied customers, and at the same time your business also grows online. Live chat is there to provide fast, on-demand customer support at your website. It addresses the concerns and queries of your ...
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