Understanding Customer Satisfaction Customer satisfaction is the cornerstone of any successful business. It reflects how well a company’s products or services meet or exceed customer expectations. Satisfied customers are more likely to become loyal patrons,...
What is Multichannel Support? Multichannel support refers to the practice of offering customer service through multiple communication channels. This allows customers to contact a business using their preferred method, whether it’s email, phone, live chat, social...
What is Call Routing? Call routing is a telephony feature that directs incoming calls to specific destinations or endpoints based on pre-established rules and criteria. It acts as a virtual receptionist, ensuring that calls are efficiently connected to the most...
Understanding Escalation Procedures: A Comprehensive Guide In any organizational setting, conflicts and challenges are inevitable. Whether it’s a customer service issue, a technical glitch, or an internal dispute, having a structured system for resolving these...
What is Interactive Voice Response (IVR)? Interactive Voice Response, commonly known as IVR, is a technology that allows humans to interact with a computer system through voice and DTMF tones input via a keypad. It’s like having an automated receptionist that...
