iCallify: Intelligent Call Center Software

Omni Channel Call Center Improves Agent Satisfaction       Focusing on customer experience and satisfaction has become a trend in all industry verticals, including the call center industry. But, do you know another rising trend in the call center industry is agent experience and satisfaction? What if I tell you that businesses are setting up an omni channel call center to delight their agents along with their customers?   Well, whether you believe it or not , this is a fact. The trend of focusing on agent satisfaction is increasing due to the rising job attrition ratio in this industry. It costs a lot to call centers to hire and train agents to fit in their work environment and then they leave, which causes a hollow effect in the business. Omni channel setup not only helps in delighting agents but also customers. There is enough material available online that discusses how an omni channel call center solution increases customer satisfaction. In this blog post, we ...

 Billing in the call center industry is a common function, which is performed for multiple reasons. It can be to bill customers that are using the customer care services from the contact center, or it can be for customers that are using a call center solution from the provider. In any case, call center billing mistakes can be made knowingly or unknowingly. To avoid these mistakes, it is necessary to know all commonly made mistakes and solutions to overcome those mistakes.  Based on the top mistakes shared by the top providers of the contact center solutions and call center billing solutions are shared hereunder along with potential solutions.  1. Man Made errors Call center businesses have several aspects to consider while billing customers. To save some bucks, many call centers choose to invest in professional accounting experts. Professional accounting might be cheaper compared to buying the best call center billing software solution. However, professi...