How to Improve Customer Experience in a Call Center

A report by Deloitte found that companies that are focused on providing great customer experiences are 60% more profitable than those that aren’t. This premise holds true for call centers as well. Using a contact center solution that offers great calling experiences and wow customer support is becoming the key differentiator that can lead to a purchase.

Why has it become imperative for call center software solutions to offer seamless CX experiences? Studies have found that great CX is the road to winning loyal customers, who will come back for repeat purchases and become vocal brand ambassadors for your product.

So how do businesses deploy the right contact center solutions that deliver great experiences? Here are some actionable strategies to get call center CX right:

KYC before you say hello

Call center executives interact with hundreds of callers in a day – and they must ensure that they personalize every conversation. It’s the first step towards providing users with a happy calling experience. If your call center software is integrated with a centralized CRM, it can help your executives access all customer data effortlessly. This helps them create a persona for the customer and interact as they know them. Knowing your customer, addressing them by their name, staying informed about their needs is the best way to build a great rapport with callers.

Plug into the power of IVRs

When connecting with a call center, no customer wants to wait in a queue, get connected to the wrong agent, or be asked to call back. All these roadblocks can be effectively resolved by leveraging the best call center software solutions that plug into the power of cutting-edge IVRs. These automated voice systems are great at routing calls to the right departments, collecting and providing all customer information to the agent, reducing waiting time, and giving a great start to caller-agent conversations.

Train, train, train for great CX

If your customer support executives do not know your product or service like the back of their hand, they will make customer conversations head towards a disaster. Don’t put the fate of your CX in the hands of untrained agents. Constant and complete training about your business is a sure-shot way to lift the standards of your call center software services and deliver seamless calling experiences to your users. Create proper onboarding and ongoing training processes and modules for your customer service team.

Take feedback seriously

Today’s customers are vocal about sharing feedback and do so across platforms. Make sure you are plugged into all these platforms and know what your customers are saying. Businesses can also roll out their own mechanisms to capture customer feedback – using surveys, text messages, or emails. It’s important to note that the job of a contact center does not end when a customer hangs up a call. You must check back with the customer about their feedback on the call, the agent they spoke with, and about markers for improvement. Maintaining a constant two-way dialogue with the user is the way to deliver great experiences.

Every customer calling experience matters

When a customer calls a contact center, they are not just looking for a problem resolution. They also expect to be serviced by an agent who is pleasant to talk to us and understands what they want. Enterprises must ensure that this is delivered to their users every single time that they call. One bad calling experience can be a deal-breaker.

About Ecosmob

Ecosmob provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions to enhance productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater to their requirements according to their needs and budget.

To know more visit https://www.ecosmob.com/

Is IoT Impacting the Future of Web Development

 

In the age of IoT connected devices, it is practically impossible to ignore the

technology that has made inroads everywhere. The latest to join the fray of IoT use

cases in web development. For a long time, IoT was just a buzzword for web

development services, making little sense to employ it in practice. However, in the

last five years, with internet bandwidth seeing drastic acceleration, IoT has finally

found a firm spot in the web development arena.

The connection is strengthened now as the two parts of web development—

front-end and back-end can work seamlessly with fast connectivity to ensure speedy

data transmission. Let’s gaze through the looking glass at the future to understand

what’s in store for website development and a website development company.

What Will IoT Set In Motion For Web Development

Agility in web development: Using IoT means, you have to grapple with new technology stacks that evolve and join the connected devices range every day. Web development companies will need to keep a close eye on the trends and ensure the web developers can keep up with the frantic pace by regular upskilling and training.

Robust design architecture: The entire framework of IoT is based on seamless connectivity to provide a superior experience. Only a robust web development stack will be able to support the quick communication required for interpreting user inputs and data, in seconds.

With IoT in web development, data aggregation from multiple sources can be done and displayed instantaneously. A robust stack will also enable speedy internal processes.

Strong coding skills: It’s almost a byproduct of design architecture that a website development company can employ.  To develop and deliver a robust design framework that can withstand high amounts of data exchange on account of IoT, you will need a competitive coding capability. 

As you would know, coding standards change quickly and there are numerous languages a web application development company can use in coding, having complete knowledge will not be an option. In fact, a strategy to continually update and monitor the standard to stay current will be mandatory.

Dynamic user interface (UI): Already personalization is sweeping across every vertical, the dynamic interface is set to take it to another level. Web development services will embrace dynamic UI to allow the users to interact with the website. The UI will morph as per the interaction with the user. IoT will improve design accuracy. For instance, the website may showcase different options based on the user’s activity and the website page that he is browsing. 

Security and Privacy: It takes under five minutes of being powered up to hack IoT devices. As IoT is completely an interconnected network, it is highly vulnerable to hacking. Hence, website development companies using IoT will need to ensure practices. The onus will fall on developers and custom web app development services, who are tasked to code to ingrain solid security features. 

A hand-in-hand partnership: IoT in website development is not a fad but here to stay. A winning strategy in website development should encompass the current with an eye on the future. And that’s what IoT is, the future. 

To know more visit: https://www.ecosmob.com/

IT Staff Augmentation: A Unique Talent Option For Startups

Developing a path-breaking IT product or service is only half the battle won for a tech startup. The other half involves putting the right development team in place, accurate advertising, a quick-to-market strategy, project development execution, and cost optimization.

The modern IT worlds, especially startups, are very familiar with the fact that qualified tech experts are difficult to find. In fact, there are huge inequalities across the world when it comes to find skilled technology workers.

To ensure that startups meet their resourcing challenges effectively, many entrepreneurs are leveraging staff augmentation services. Staff augmentation solutions from reliable IT staffing service providers can help startups successfully launch their products in the market and overcome several startup-related risks like a difficulty in finding the right, skilled resources. They eliminate the hassle of headhunting, payroll management, and other organizational activities, which are handled by their staff augmentation service provider.

Staff Augmentation: Game changer for startups

Let us look at how staff augmentation can benefit tech startups.

Access to the right talent

The IT industry is facing a skill shortage on many fronts. The struggle to find qualified workforces, who have the relevant domain expertise, is a challenge for startups. This makes recruiting and staffing a major operational pain point. Staff augmentation service providers help startups quickly fill their IT resource gaps with the right specialists, who bring the right skills to the table.

Startups can stay lean

For a certain product development cycle, a startup might need analyzers, security specialists, or a Blockchain expert. This requirement might change for the next project. IT staffing companies help organizations by offering the right experts whenever a business needs them. When the project is finished, the startup can return the IT staff – and hire again as per their subsequent requirements.

Greater transparency and control

Startups have control over the software development team they hire from IT staffing companies. This ensures that they remain in-charge of their software development tasks, project effectiveness, and its outcomes, and can self-manage their processes workflows.

Flexibility to take on market fluctuations

With staff augmentation services, startups can adapt to market changes easily. IT tech startups can be greatly impacted by market fluctuations and it’s quite challenging for them to keep the competitive edge in the face of such twists and turns. With the right specialists, they can scale their teams as per their need and rapidly implement project processes.

Security is certain with staff augmentation

Human errors can cause security lapses in products – and each coding mistake gives hackers an advantage. Using staff augmentation services, startups can hire specialists who minimize coding mistakes, and create hack-proof coding and programming that stays well within the security limits of a company.

Gain from fresh ideas and tech perspectives

IT staff augmentation gives startups access to the best-of-breed specialists who bring new ideas and futuristic perspectives to their project. They look at your business and its challenges from an out-of-the-box approach, offering unique solutions to improve your product or service.

Bring the best brains on board – without any HR hassles

In the modern IT world, the demand for skilled tech experts is growing at a huge pace. Using staff augmentation services, startups can hire the right specialists without the HR hassles, lower development, and administrative costs, and increase efficiency, flexibility, transparency, and a competitive advantage. Staff augmentation services are now an imperative – not a choice.

About Ecosmob

Ecosmob provides the service to hire expert VoIP developers to design and develop an array of business communication solutions. With the right blend of expertise and decade-long experience, developers can deliver the ultimate business telephony solutions to enhance productivity and efficiency. Ecosmob assures flexible hiring models to help businesses cater to their requirements according to their needs and budget.

To know more visit https://www.ecosmob.com/