The importance of call center support is well-established. It still holds a top spot in providing eCommerce support despite the introduction of new mediums. So much so that 42% of customers still use landline phones to contact customer service.…
CNAM stands for Caller ID and Name. It is a process where the caller’s name is transmitted to the receiver’s phone, which is then displayed on their screen. Incoming and Outcoming Calls Both incoming and outcoming calls are available with…
Managing employees can be challenging. For call center employees, it is incredibly important to be able to manage them effectively as they are customer-facing. They need to create positive customer experiences. In this article, we provide you with some tips…
During the summer, we were passionate about significantly updating our product and infrastructure to meet the highest standards and requirements of cloud-based software. We are able to deliver these updates thanks to your insights and feature requests. We take pride…
In recent years, remote working and outsourcing have witnessed substantial advancements, driven by companies’ efforts to adapt to the rapidly changing economic landscape. What began as an extreme measure against the sudden and widespread disruptions caused by the pandemic is…
42% of U.S. customers say that they prefer phone calls to handle customer service problems. That is why nowadays companies tend to understand the importance of time-saving software that not only favors their employees and their work but also saves…
What is queue callback? Queue callback (QCB) is a customer service call center technique that lets a customer know that the person they are waiting for is about to be available. It’s a way of letting them know how long…
We’ve been hard at work over the past few weeks, and we’ve got some great news to share! Our team has just deployed a major update to Matrix which will undoubtedly bring you a better experience, enhance your agents’ productivity…
In the first place, let’s establish what customer loyalty is? This is the measure of how much your customers are committed to your brand. A loyal customer will always choose you over the competition, maybe because of your excellent customer…
It is the year 2024, and, regardless of their field of expertise, businesses worldwide need to continue to provide their audience with a straightforward platform for customer support. In the hyper-connected world, growing companies will sometimes find their existing infrastructure…
