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Oct 29, 2024 | 
sprinklr.com | Pradeep Vasudev |Aksheeta Tyagi |Issac Thomas
When you think of a call center, you might imagine agents glued to their headsets, talking non-stop. While the constant chatter is part of the job, call centers have evolved beyond just phone calls. Modern communication channels and tech are transforming the way agents work. But make no mistake — call centers can be intense. That's why so much of the innovation in this space is focused on making life easier for both agents and customers.
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Feb 11, 2024 | 
sprinklr.com | Pradeep Vasudev
Speech analytics software is quickly becoming an integral part of the modern call center’s tech stack. And that’s not surprising considering how today’s businesses (or call centers in particular) rely heavily on telephone conversations and voice-based interactions to deliver customer service, drive growth, and enhance customer satisfaction.
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Oct 15, 2023 | 
sprinklr.com | Pradeep Vasudev |Umme Sutarwala
Call center KPIs — sounds like a scary term, doesn’t it? Well, let me explain it in simple terms. Think of it this way: Imagine you are organizing a road trip to a faraway place. To get to the destination safely and on time, you’d choose the GPS to be your trusted friend, wouldn’t you? The GPS would display the best way to get there, the anticipated arrival time and even provide real-time updates on your location to guarantee a smooth and comfortable drive.
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Sep 13, 2023 | 
sprinklr.com | Pradeep Vasudev
Seamless communication is a key deciding factor for the success of any business, and two key technologies that are often discussed when it comes to business communications are unified communications as a service (UCaaS) and contact center as a service (CCaaS).
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Jul 27, 2023 | 
sprinklr.com | Pradeep Vasudev
Customer experience (CX) is the new battleground for businesses to compete. Surveys indicate customers place a high premium on unbroken, seamless experiences from their favorite brands. What does that mean for your business? To differentiate yourself in the market, you need to focus on improving your customer experience and that’s where contact centers step into the picture.
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Jun 27, 2023 | 
sprinklr.com | Pradeep Vasudev
Call centers are integral to delivering exceptional customer service and fostering strong customer relationships. Keeping pace with the evolving industry landscape requires a deep understanding of key trends and benchmarks. In this blog, we’ll delve into a collection of insightful call center statistics sourced from expert analysis and industry research. From customer satisfaction and efficiency metrics to industry-specific benchmarks, we’ll uncover valuable insights that drive call center success.
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Jun 7, 2023 | 
sprinklr.com | Pradeep Vasudev
In today's highly competitive business landscape, delivering exceptional customer service is critical to the success and growth of any organization. Companies have started actively exploring strategies to improve and maintain their support standards, and customer service reports are one of their go-to solutions to help evaluate and optimize support performance.
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May 30, 2023 | 
sprinklr.com | Pradeep Vasudev
Did you know that brands with omnichannel customer engagement retain almost 9 out of 10 of their customers? In contrast, brands without a sound omnichannel strategy are only able to retain 3 out of 10 customers. Modern customer service standards have increased substantially, and consumers are now looking to have seamless cross-channel interactions with their favorite brands.
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May 24, 2023 | 
sprinklr.com | Pradeep Vasudev
Being at the helm of customer service operations in an organization isn’t easy, but do you know what’s more difficult than that? Being on good terms with your customers to the extent that they’re able to trust you completely and even be your brand advocates. But do you know you can bring about that level of trust easily? Transforming your customer service from good to exceptional majorly depends on one element, the “secret sauce” so to say — empathy.
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May 1, 2023 | 
sprinklr.com | Pradeep Vasudev
Imagine 10 people walking into your local store to buy something. Then after a few minutes of erratic browsing through the aisles, seven of them just walk out the door having bought nothing. You'd be surprised at losing those customers right before your eyes, wouldn’t you? I feel the pain too, but don’t lose heart. You’re not alone. 68% of shoppers spend hours browsing a store, carting items, only to drop off without purchasing anything at the last minute.
