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Articles from Surabhi Joshi | Selfgrowth.com
- ALL YOU NEED TO KNOW ABOUT ASA IN THE CALL CENTERS - by Submitted on Nov 28, 2019 from Surabhi JoshiASA stands for “Average Speed of Answer”. ASA is a call center key performance indicator (KPI) typically referenced by managers while assessing their team’s performance, efficacy and degree of accessibility to their callers. It is a term pertaining to the service industry where it is also ...
Views: 406(1 vote) - CUSTOMER RETENTION: TOP 5 TIPS TO KEEP YOUR CUSTOMERS INTERESTED IN YOU - by Submitted on Nov 30, 2019 from Surabhi JoshiCustomer retention basically means customers of the product or business tend to return to, continue to buy or in some other way not defect to another product or business, or to non-use entirely. Selling organizations fear customer defections and hence try to minimize them by employing effective ...
Views: 320(1 vote) - HOW SMALL BUSINESS CAN BENEFIT FROM LIVE CHAT? - by Submitted on Aug 23, 2018 from Surabhi JoshiThese day there are small business which sell their products and services online. For such business live chat is a must as it will enhance and boost their conversion rates, increase their brand awareness and shall also develop customer loyalty and even customer retention. Some of the benefits ...
Views: 374(1 vote) - LIVE CHAT LETS ITS CUSTOMER BE IMPULSIVE - by Submitted on Dec 27, 2018 from Surabhi JoshiThe most glaring benefit of live chat exists in its name: it’s live. This implies all the set of positive connotations, and the apparent one being that it’s quick. The moment your visitor is having a question about something related to your website, he can immediately get in touch with the ...
Views: 420 - 24/7 LIVE CHAT FOR INSURANCE SERVICES: A STUNNING CUSTOMER SERVICE MAKEOVER! - by Submitted on Sep 29, 2017 from Surabhi JoshiWhy live chat for insurance services? Well, it’s all about customer relationships when it comes to the insurance sector. As a matter of fact, it’s this relationship that brings more business and referrals. Do you know what’s the best way to develop this relationship? Yes! It’s a 24/7 ...
Views: 483 - 3 WAYS TO SHARE VISUAL CONTENTS DURING LIVE CHAT - by Submitted on Oct 11, 2018 from Surabhi JoshiLive chat is the most admired and adored quality customer service channel not only by the customers but even the businesses. There are some features, which if added to the live chat can just enhance your customer satisfaction as well as sales too. So here are the blockbusters. Get a ...
Views: 454 - 4 COMMON TYPES OF CUSTOMERS FOUND AT A SUPPORT CENTER - by Submitted on Jan 27, 2020 from Surabhi JoshiWorking at a customer support center is quite a tedious task. As a support agent, you have to deal with a variety of customers. You are supposed to handle customer inquiries as politely as possible, irrespective of your mood. Read on to know the various types of customers encountered at a ...
Views: 406 - 4 ESSENTIAL ELEMENTS THAT YOUR LIVE CHAT SOFTWARE SHOULD HAVE - by Submitted on May 19, 2017 from Surabhi JoshiLive chat has emerged out as a highly efficacious solution to customers’ problems. Businesses who recognize the power of this amazing feature leverage it to stand out from the competition, increase customer satisfaction, and boost their revenue growth. Apart from all this, a live chat software ...
Views: 602 - 4 ESSENTIAL ELEMENTS THAT YOUR LIVE CHAT SOFTWARE SHOULD HAVE - by Submitted on Jan 15, 2020 from Surabhi JoshiLive chat has emerged out as a highly efficacious solution to customers’ problems. Businesses who recognize the power of this amazing feature leverage it to stand out from the competition, increase customer satisfaction, and boost their revenue growth. Apart from all this, a live chat software ...
Views: 433 - 4 OF THE BEST GAMIFICATION SOFTWARE FOR YOUR BUSINESS - by Submitted on Jan 20, 2020 from Surabhi Joshi‘Gamification software’ refers to any tool or platform used for applying game mechanics to non-game contexts so as to increase engagement and successful end-results. In the case of businesses, these platforms are mostly used for customer loyalty, employee engagement, and performance management. ...
Views: 389 - 4 Of The Latest And Best Trends In Customer Service Today - by Submitted on Feb 19, 2020 from Surabhi JoshiThe trends in customer service are updated every now and then. And the businesses try and keep up with every new advancement in customer support so as to keep their customers happy. Customer service has undoubtedly become complex due to the ever-increasing expectations of the customers ...
Views: 509 - 4 REASONS YOUR BUSINESS SHOULD USE BRAND ADVOCACY - by Submitted on May 26, 2017 from Surabhi JoshiBrand advocacy is all about your brand lovers introducing you to new customers, efficaciously driving new revenue and business intelligence. It further helps cut down on marketing expenses as well. It can benefit a business in a number of ways. Read on to know what brand advocacy can do for your ...
Views: 464 - 4 REASONS YOUR BUSINESS SHOULD USE BRAND ADVOCACY - by Submitted on Jan 30, 2020 from Surabhi JoshiBrand advocacy is all about your business lovers introducing you to new customers, efficaciously driving new revenue and business intelligence. It further helps cut down on marketing expenses as well. It can benefit a business in a number of ways. Read on to know what such this advocacy can do ...
Views: 457 - 5 PROVEN STRATEGIES TO BOOST BRAND ADVOCACY - by Submitted on May 27, 2017 from Surabhi JoshiBrand advocacy is all about your brand lovers introducing your products and services to new customers efficaciously acquiring new customers and boosting your sales. Working towards brand advocacy can actually cut out on a business’s marketing expenses and still boost revenues like never before. ...
Views: 517 - 5 PROVEN STRATEGIES TO BOOST BRAND ADVOCACY FOR YOUR BUSINESS - by Submitted on Jan 31, 2020 from Surabhi JoshiBrand advocacy is all about your brand lovers introducing your products and services to new customers efficaciously acquiring new customers and boosting your sales. Working towards brand advocacy can actually cut out on a business’s marketing expenses and still boost revenues like never before. ...
Views: 410 - 6 CLEVER TIPS TO IMPROVE SOCIAL MEDIA CUSTOMER SUPPORT - by Submitted on Dec 28, 2019 from Surabhi JoshiSocial media platforms do a lot more than just connecting the people around the globe. Businesses can use social media for a number of purposes like gaining wider exposure, providing customer support and more. Here are some of the best tips that can help you provide exceptional customer service ...
Views: 296 - 6 CUSTOMER SERVICE STRATEGIES TO WOO YOUR CUSTOMERS - by Submitted on Jun 20, 2017 from Surabhi JoshiBusinesses today do not entirely rely on technological aspects for succeeding. They realize the importance of keeping their customers happy and hence are ready to go above and beyond to provide that exceptional service to their customers. Here are the best strategies employed by all the ...
Views: 572 - A COMPLETE GUIDE TO CALL CENTER ANALYTICS: I - by Submitted on Nov 05, 2019 from Surabhi JoshiIn order to measure the performance of a call center’s customer service representatives individually and as a whole, call center analytics is used. Also, this is used to gauge a call center’s overall approach to customer relationship management (CRM) in a quick and responsive manner. Call center ...
Views: 427 - A COMPLETE GUIDE TO CALL CENTER ANALYTICS: II - by Submitted on Nov 06, 2019 from Surabhi Joshi1. IVR analytics IVR analytics is a highly effective end-to-end call assessment solution that is a part of customer experience strategy. As a matter of fact, the customers who are greeted by linear thinking IVR systems instead of human voices already assume that their self-service experience ...
Views: 393 - 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 - A SECRET TO SUCCESSFUL LIVE CHAT SUPPORT : QUALITY ASSURANCE - by Submitted on Oct 08, 2018 from Surabhi JoshiNow if you are on a eCommerce website and you have a problem while at check out, you do panic, thinking to yourself, “What would I do, if the business hours passed and I do not have any one to help me to finish my order?” Well, it’s the time to chill! You may be noticing a small box, with a ...
Views: 410 - ACD AND ITS INTEGRATION WITH IVR TECHNOLOGY - by Submitted on Aug 22, 2019 from Surabhi JoshiAs discussed earlier, IVR is a technology that allows users to obtain information from a phone system without the assistance of an operator. On the other hand, ACD technology automatically routes calls to phone agents based upon organizational rules. ACD stands for automatic call distributor ...
Views: 437 - ADDITIONAL FEATURES THAT LIVE CHAT SUPPORT TOOLS OFFER - by Submitted on Oct 03, 2018 from Surabhi JoshiLive chat is there at the website that proves to be the ultimate customer support channel. It delights your visitors by giving instant response to their queries, answering to the concerns they may be having because of which they have been reluctant to click the ‘buy’ button. Despite giving the ...
Views: 340 - ADVANTAGES OF HAVING BLENDED AGENTS - by Submitted on Oct 11, 2019 from Surabhi JoshiIn the context of a call center, the term blended agents refers to the agents who manage both incoming and outgoing calls and applications as needed. Need is determined by contact center traffic levels. The blended agents in any call center are trained to handle both incoming and outgoing calls. ...
Views: 440 - ADVANTAGES OF USING A POWER DIALING SYSTEM: I - by Submitted on Oct 18, 2019 from Surabhi JoshiIn our previous article, we made you familiar with the concept of power dialing system. Now let’s have a look at the benefits that this highly efficacious technology can provide to the call centers: 1. Enhances the lead generating and nurturing process: Filtering out the blacklisted ...
Views: 377 - 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 - AGENT QUALITIES RESPONSIBLE FOR A BUSINESS’S LIVE CHAT EXCELLENCE! - by Submitted on Feb 08, 2018 from Surabhi JoshiCustomers like live chat support but that doesn’t necessarily mean they’ll like your live chat agents too! The reason? Well, it takes a certain set of live chat agent qualities to make the customers happy. Read on to discover all that it takes to be an efficient live chat ...
Views: 497 - AGENT STATUS AND ITS IMPORTANCE : I - by Submitted on Oct 14, 2019 from Surabhi JoshiAgent status refers to a feature that allows call center agents to display their present state of work to the rest of the team. The most common method of doing this is to select a status from a pre-created drop-down menu. Generally, there are six agent statuses. All of them have been listed ...
Views: 373 - AGENT STATUS AND ITS IMPORTANCE : II - by Submitted on Oct 15, 2019 from Surabhi Joshi1.Ensures efficient call routing: Agent statuses are taken into account by the call center software in order to direct calls only to those agents who are available to take calls. As a result, the likelihood of inappropriate routing is eliminated. In other words, it helps avoid such situations ...
Views: 407 - AI-POWERED AUTOMATED CUSTOMER SERVICE IS THE FUTURE AND HERE’S WHY! - by Submitted on Dec 28, 2017 from Surabhi JoshiAI-powered customer service has changed the way customers look at a business’s support facilities. The technology has enabled the companies to gain a significant advantage by augmenting human expertise to help unlock new intelligence from data and use it to develop predictive insight. With ...
Views: 573 - ALL THAT AN EXCEPTIONAL SOCIAL CUSTOMER SUPPORT DOES FOR YOUR BUSINESS - by Submitted on Jan 23, 2018 from Surabhi JoshiThe world’s leading brands are more of social media savants today. In fact, every business or brand that cares about its customers is there where it’s customers are present- social media! Social customer support is no longer a trend now, it’s larger than reality! Businesses around the globe ...
Views: 450 - ALL THAT MAKES UP FOR AN EFFECTIVE MARKET RESEARCH FOR YOUR BUSINESS - by Submitted on Dec 31, 2019 from Surabhi JoshiMarket research is an important component of business strategy and refers to any organized effort to gather information about target markets or customers. It provides important information that enables you to identify and analyze the market need, market size, and competition. Here are some of ...
Views: 278 - ALL THAT MAY BE MAKING YOUR CUSTOMERS UNHAPPY - by Submitted on Apr 17, 2018 from Surabhi JoshiUnhappy customers may directly or indirectly mean high bounce rates, bad company reputation, declined sales, deflated profits and much more. Even if you do your best to gain customer satisfaction, there are certain pitfalls that might lead to customer dissatisfaction. So, it is necessary to be ...
Views: 479 - ALL THAT MAY POSSIBLY BE INCREASING THE BOUNCE RATE OF YOUR BUSINESS WEBSITE! - by Submitted on Nov 18, 2017 from Surabhi JoshiBounce rate refers to the measure of the effectiveness of a website in encouraging visitors to continue with their visit. Mathematically it is expressed as a percentage and represents the proportion of visits that end on the first page of the website that the visitor sees. A high bounce rate can ...
Views: 376 - ALL THAT MAY POSSIBLY BE INCREASING THE BOUNCE RATE OF YOUR BUSINESS WEBSITE! - by Submitted on Nov 18, 2017 from Surabhi JoshiBounce rate refers to the measure of the effectiveness of a website in encouraging visitors to continue with their visit. Mathematically it is expressed as a percentage and represents the proportion of visits that end on the first page of the website that the visitor sees. A high bounce rate can ...
Views: 434 - All That The Customers Want Your E-commerce Store To Have! - by Submitted on Dec 15, 2017 from Surabhi JoshiE-commerce is all the rage today. Anyone with products to sell is setting themselves up online. The reason? Businesses today don’t just want to sell, they want to gain an exposure, they want to reach out far and wide! As a result, the online competition is growing more intense. Now ...
Views: 461 - ALL THAT YOU NEED FOR UNDERSTANDING YOUR CUSTOMERS TODAY - by Submitted on Jul 20, 2017 from Surabhi JoshiUnderstanding today’s customers requires intense efforts as well as a bit of smart work. With the increasing awareness and expectations of customers, the businesses need to get smarter so as to know what is expected from them. Here’s all that it takes to understand today’s audience: Google ...
Views: 488 - 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 - ALL YOU NEED TO KNOW ABOUT CALL CENTER SHRINKAGE - by Submitted on Oct 24, 2019 from Surabhi JoshiCall center shrinkage is a measure the time wasted in the call center due to things like vacation, breaks, lunch, holidays, sick time, training and more. Shrinkage is a measure used in contact centers that helps calculate the difference between the number of staff that a forecasting system says ...
Views: 373 - ALL YOU NEED TO KNOW ABOUT CALL SCORING - by Submitted on Oct 07, 2019 from Surabhi JoshiCall scoring is a process that enables you to derive additional benefits from efforts to analyze recorded calls for information. This process can benefit customers, agents and company sales and marketing plans. It provides a systematic means to conduct these reviews and identify the weakest ...
Views: 370 - 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 - ALL YOU NEED TO KNOW ABOUT CUSTOMER SUPPORT - by Submitted on Jan 05, 2019 from Surabhi JoshiCustomer support is termed as a series of customer services offered to assist customers in making cost effective and correct use of a product. It includes assistance right from the initial stage of planning and installation, training, troubleshooting, maintenance, upgrading up to the disposal of ...
Views: 465 - ALL YOU NEED TO KNOW ABOUT FCD AND ITS IMPACT ON CALL CENTERS - by Submitted on Nov 08, 2019 from Surabhi JoshiA fast clear down is a call center term for a caller who hangs up upon hearing a delay notice. FCD is basically used for callers who hang up immediately after they come to know about the delay in reaching a customer care agent. This is a scenario where a caller hangs up the call after listening ...
Views: 341 - ALL YOU NEED TO KNOW ABOUT HIGH-TOUCH CUSTOMER SERVICE - by Submitted on Nov 14, 2019 from Surabhi JoshiCustomer service at a call center is defined as the process of waiting for people to call in with a question and then answering the question or solving the caller’s problem. A high-touch customer service can be regarded as an advanced version of the traditional approach. In this kind of ...
Views: 409 - ALL YOU NEED TO KNOW ABOUT ITS IN A CALL CENTER - by Submitted on Oct 31, 2019 from Surabhi JoshiIn call centers’ context, ITS stands for issue tracking system. It is also known as trouble ticket system, support ticket, request management or incident ticket system. An ITS is a computer software package that manages and maintains lists of issues, as needed by an organization and is used in ...
Views: 296 - ALL YOU NEED TO KNOW ABOUT POWER DIALER - by Submitted on Oct 16, 2019 from Surabhi JoshiThe term “dialer” refers to an electronic device that is connected to a telephone line to monitor the dialed numbers and alter them to seamlessly provide services that otherwise require lengthy national or international access codes to be dialed. A dialer automatically inserts and modifies the ...
Views: 324 - ALL YOU NEED TO KNOW ABOUT SALES PROMOTION - by Submitted on Jan 14, 2019 from Surabhi Joshi“Sales promotion” refers to those marketing activities that stimulate consumer shows and expositions. It may be further defined as a vital bridge or a connecting link between personal selling and advertising. In most cases, sales promotions come in the form of discounts. As a matter of fact, ...
Views: 423 - All you need to know about sales promotion - by Submitted on Mar 20, 2020 from Surabhi Joshi“Sales promotion” refers to those marketing activities that stimulate consumer shows and expositions. It may be further defined as a vital bridge or a connecting link between personal selling and advertising. Sales promotion Sales promotion In most cases, sales promotions come in the form ...
Views: 442 - ALL YOU NEED TO KNOW ABOUT WORKFORCE MANAGEMENT - by Submitted on Sep 26, 2019 from Surabhi JoshiWorkforce management is a term used for an institutional process that maximizes performance levels and competency for an organization. This process consists of all the activities needed to maintain a productive workforce, such as field service management, human resource management, performance ...
Views: 389 - ARE YOU RESPONSIBLE FOR YOUR CUSTOMERS ABANDONING YOUR BUSINESS? - by Submitted on Oct 30, 2017 from Surabhi JoshiThere are times when your customers love your business with all their heart. Then there are times when they are disappointed with you. The worst case scenario is, your long-time customers leave you and stop buying from you! It’s shocking but it’s true. Do you know what causes all of this ...
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