Are you a contact center agent or manager? If so, you understand the pressure of dealing with angry clients. Some customers complain about the quality of your services, and some are verbally abusive. Such an experience negatively affects the morale and productivity of many call center agents. In fact, some agents who cannot tolerate the […]

As customer demands become more complex and the need for premium services increases, call centers are under increasing pressure to adjust and become more efficient in their operations. In today’s increasingly virtual working environment, call center managers must equip their staff with tools and resources that help them provide excellent customer experience. This could mean […]

As of 2022, TikTok had one billion active users. What do these numbers mean? TikTok offers much more than just dancing and music. Many content creators use this channel to reach a broader audience on the platform and beyond. Lawyers are joining the bandwagon. Based on your legal practice and ability to create short videos […]

Did you know that 229 million people use Twitter every day? With appropriate branding and messaging, Twitter presents a huge opportunity to boost your law firm’s online presence and visibility with prospective clients. TikTok and other social media sites dominate the younger demographic, but 60% of Twitter users are between 25 and 49 years old, which most […]

You have the right to remain silent on social media, but you should not. A survey conducted by the American Bar Association (A.B.A.) revealed that at least 81% of law firms in the country maintain a presence on at least one social media platform. At least 29% of these lawyers confirmed client retention due to […]

Auto and predictive dialers are common technologies used to improve and automate outbound calls in call centers. They help you know how much time your agents spend not taking calls, which can be quite costly for your pay-per-call campaigns. However, the two are different in many ways, and what works for one business may not […]

In a perfect world, no one would be put on hold when they call your business. Every customer would be connected to an agent as the phone starts ringing. Unfortunately, we are not living in a perfect world and achieving such progress is a great challenge due to staff shortages and high call volumes. But […]

Interactive voice response (IVR) systems have become a critical part of all businesses today. However, not all IVR systems deliver great customer experience. A Voyage report shows that 61% of customers are unsatisfied with their IVR experience, and many abandon companies due to poor experiences with IVR systems. Fortunately, you can leverage technology to design […]

Not every caller enjoys interacting with your interactive voice response systems (IVRs). Some are less receptive of the idea following prompts with the belief that they will have their issue resolved successfully at the end of it. A  recent study reported that 83% of consumers said IVRs offered no benefit and were nothing but a […]

Let us face it: Abandoned calls are inevitable in every call center. In fact, it is estimated that an average call center loses about 20% of its customers before they get connected to an agent. This can be very costly for your business because it reduces productivity and impacts your reputation negatively. While keeping the […]