What are appointment reminders? With everyone being busy and occupied in one’s life, it is only natural that few important things slip from the crack and down into oblivion. As dramatic as that might sound, it holds true as most … Read More
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Guide to Call Quality Monitoring in the Call Center
The age-old adage ‘customer is king’ has stood the test of time because treating the customer as a king has always produced favorable results. Keeping this in mind, it has become very important for contact centers to provide quality service … Read More
What is call pop?
What is call pop? Call pop is a capability used by call center agents or by the front desk that enables them to access customer information for every incoming call through a pop-up agent that summarises important customer details. Call … Read More
What is after call work and how it can be improved?
What is After-call work? After call work or ACW refers to the work/tasks a call center agent/customer service representative performs after their call with a customer. Most often, if not always after call work involves one of the following tasks: … Read More
20 Women Leaders In Eye Care
Women have been increasingly filling up the Optometry College Seats, accounting for about 50% of the total student enrollment. However, there has been a significant gap in the percentage of women taking up leadership positions in the field. We at … Read More
What is patient experience?
When one hears ‘patient experience’, they automatically think of the experience of the patient with their doctor. While this criteria,without any doubt, reigns supreme over any,it is surely not the only one which would ensure a holistic patient experience. With … Read More
What is AHT?
Average Handle Time Time is of utmost essence when it comes to call centres. Valuing your callers time as well as your organization’s is very important and needs to be a call centre’s top priority. A caller who is able … Read More
Top 20 Call Centre KPIs
What are some Call Centre KPIs? Call Centre KPI can be seen as the guiding light for any call centre.KPI stands for Key Performance Indicator. They help the call centre perform at its best by providing valuable insights. These … Read More
What are Abandoned Calls?
Abandoned Calls What are Abandoned Calls? Abandoned calls are calls which are abandoned or disconnected by the caller before reaching/connecting with the agent. Call may have been abandoned by the caller due to excessive wait time in the queue or … Read More
What is an Automatic Call Distributor?
What is an Automatic Call Distributor? If you are in the call centre business, ACD is a term you must have familiarized yourself with.It is ,after all, the backbone of any call centre and is one of the call centre … Read More