Canada
Colombia
India
Jamaica
Philippines
UK
US
SAThe contact center industry is constantly evolving. New technologies like generative AI are emerging, customer needs are shifting, and automation is changing the landscape of the profession. This constant change can be daunting, especially if you're considering a major career shift. But fear not! Change, while sometimes scary, can also be an incredible opportunity for growth and advancement.
Automatic Call Distributor
Modern support operations rely on Automatic Call Distributor (ACD) systems to enhance service quality, balance agent workloads, and minimize customer wait times.
First Call Resolution
First Call Resolution (FCR) is the practice of completely resolving a customer's problem on the very first contact, eliminating the need for any subsequent interactions.
Escalation Call
Escalation calls are a crucial part of maintaining service quality, ensuring customers receive timely and accurate solutions when situations become complex.
Outbound Calls
Outbound calling is when a business proactively reaches out to customers, prospects, or leads.
Digital Customer Experience
Digital customer experience mainly refers to customers' interaction with businesses or organisations using any digital medium.
Multi-Channel Support
Multi-channel support offers customers the flexibility to connect with a business using their preferred communication methods, including phone, email, chat, or social media. This approach guarantees convenience and a consistent experience across all interactions.
