How AI May Help With Contact Center Staffing Issues During Unexpected Times

How AI May Help With Contact Center Staffing Issues During Unexpected Times

24 . February . 2021

Call center are the busiest department of any organization dealing with unexpected scenarios but 2020 has taken this to entirely new level. Remote work has emerged a new trend in 2020. Almost all the organizations are forced to shift to remote working.

Pandemic has impacted contact centers in many ways including remote work shifts and requisite operational changes, all while managing changing agent and consumer behaviors.

As we transition into 2021, call centers would be wise to leverage artificial intelligence, which takes control of real-time data to get ahead of unpredictable scenarios and ensure seamless customer experiences. With call center conditions constantly changing, companies must turn to AI-powered technology to optimize their operations.

Workforce planning is both an art and a science. Workforce managers leverage the science of historical call center data to generate forecasts and create schedules, then layer on the art of experience to refine and optimize plans. Still, a variety of circumstances can yield negative impacts for call centers that are difficult to foresee.

A wildly successful marketing campaign launched without communicating with the contact center can create a situation where agents learn about promotions from customers, leaving them unprepared and unable to assist effectively.

Humans often make decisions based on their emotions or previous experiences, rather than on logic. Both agent and customer’s behavior factor into the unpredictable nature of a call center. Managers cannot predict when agents will be late or absent, and consumer behavior has always been a variable in the staffing equation.
Gone are the days where managers are sitting in bays with agents, and a simple hand raise or frustrated face from an agent could be acted upon. With remote working managers have less visibility and cannot rely on physical cues to determine whether agents are struggling.

Consumer behavior is impossible to forecast with one hundred percent accuracy. Consumers choose when to call – often while trying to find the fastest path to resolution. They may reach out via chat while waiting to speak to a live agent, and post to social media when placed on hold. Often, their outreach is triggered by external events, but behaviors are unique to individual consumers and what kind of day they’re having, mood, or level of frustration.

The only way to ensure success in the face of unexpected scenarios is to act in the moment. Sometimes even the best plan isn’t enough and other times, a situation arises entirely out of the blue. Regardless, call centers must rely on data and technology to adapt operations appropriately.

An intelligent assistant may be one tool that can help. It can automate actions based on real-time data flowing through the call center. This includes making staffing changes depending on call volume, offering struggling agents assistance or wellness breaks and scheduling training and coaching sessions to ensure agents are engaged and prepared for any scenarios thrown their way—all without sacrificing service levels.

An intelligent assistant, powered by AI, that leverages the power of real-time data can help call centers avoid being ill-prepared in unexpected situations. It can serve as a safety net when the plan isn’t enough. This leads to smarter staffing decisions, higher agent engagement, lower attrition and better customer experiences - all factors driving value to the bottom line.

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Don’t Overlook CRM As You Adapt To Pandemic Customer Care

Don’t Overlook CRM As You Adapt To Pandemic Customer Care

1 . February . 2021

As a consultant, I have the opportunity to work alongside some of the top brands in the world. Over time, it becomes easy to spot trends based on market changes and conversations with clients. I believe we have entered into a significant opportunity for investment within our contact center industry. The goal should be to make sure that investment actually improves the customer experience in a sustainable way.

As companies deal with COVID-19, there is a renewed interest in improving the support and service provided by their contact centers. This has been brought on by the real crisis in customer care we all have witnessed. By now, we have all called a company where the wait time can be an hour or more. An hour-long wait time means stressed-out agents and stressed-out leaders, which might make the C-suite more receptive to investment to bring about improvements in customer care.

With this situation comes a need to “fix it fast” – and that typically means spending money on technology. While this is an opportunity to finally get that new technology you have been eyeing for years, it may also be a good time to upgrade where you have already invested – in your Customer Relationship Management (CRM).

Here are several suggestions for investment to upgrade your CRM:

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Reviews- The Power For Social Media Businesses

Reviews- The Power For Social Media Businesses

19 . January . 2021

Sometimes social media feels like the mean kids’ table in the lunchroom at middle school. Everybody’s talking dirt about someone else. And once the gossip’s out there, it’s hard to get your reputation back!

Social media is accessible to everyone and online selling has taken an increase during pandemic. Ratings can make or break any business. There are ratings and review sites where, customers tell detailed stories, might be embellished or exaggerated for attention about how they interacted with a company, whether your product thrilled or disappointed them, and why their overall experience with your company was one they’d repeat…or not.

Online reviews matter because they shape how consumers shop and spend. It is considered mandatory to read review before spending on any company or product.
So, how should respond to a negative review? Here are five tips for crafting a thoughtful response to a low rating;

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Role of Live Chat in E-Commerce Businesses

Role of Live Chat in E-Commerce Businesses

5 . January . 2021

E-Commerce business is on rise during the pandemic. More and more people are opting to shop on online as compared to retail stores because of the current scenarios. Seeing the current situation, this doesn't seem to be slowing down any time soon. With increasing competition in the industry, customer support can be a key differentiating factor for businesses.

Customers appreciate faster responses and quick resolution. Providing great customer support can lead to a successful and long-lasting e-commerce business. E-Commerce live chat customer support is one of the most important ways to provide the best customer support to your clients. Let's have a look at some of the key benefits of live chat support for your business.

The live chat experience of your customer on your website can make or break your customer's trust in your business. E-Commerce live chat support is one of the most powerful tools for your business which can be a leading factor in driving ecommerce sales and conversions.

Here are some of the key ways in which e-commerce live chat support can help your business.

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Add Video To Take Your Customer Service To The Next Level

Add Video To Take Your Customer Service To The Next Level

2 . December . 2020

Remote is the new normal.

Through programs such as Skype, WhatsApp and FaceTime, customers have enjoyed the benefits of using video chat in their personal lives. Naturally, it was only a matter of time before they expected the same from their customer service experiences.

Integrating video chat into your customer service is, therefore, a logical way to adapt to the way your customers want to communicate.

For instance, banks that can’t afford to have mortgage experts in each branch can make those specialists available via video from a branch or even from customers’ homes. Illinois-based Consumers Credit Union reported that in some branches the average wait time for a new loan application went down from 1.5 hours to under 2 minutes after implementing in-branch video banking.

The beauty of video is that it is definitely not just another channel. In the moments that matter most, video dramatically outperforms all other existing channels.

OneView Video Contact Center Suite is a unified and comprehensive solution that combines the power of standards based video technology with customized business features and data integration.

OneView Video contact center enables you to have video enabled agents at your contact center. Your customer can reach you in a variety of ways depending on your business model. For instance, you can place a link of Video chat anywhere on your web pages or in your mobile app.

The customer is not required to download any app. OneView video contact center is accessible through the standard browser from any smart phone, tablet, laptop or a desktop PC that has a camera and microphone installed.

Adding video to your customer service contact center can serve one or more of the following business needs:

- Reduce branch traffic
- Need to see the person on the other end for verification
- Delivering complex information and instructions to the customers
- Up-selling and cross selling

OneView video contact center receives and answers the video call request from the customer. This call is sent to the next available video agent. The agent picks up the call and starts the interaction with the customer.

OneView Video Contact Center Suite is a flexible, modular and fully integrated video Contact Center Solution that provides all the key functionalities that are required to meet the critical and emerging needs of today’s contact centers.

Handles multi-customer and multi-agent call operation
Video call auto answer
Self-help video links for FAQ and other information
Intelligent routing to the available agent
Video phone software for the video agent with login based access
Video call session recording with encryption and playback
Complete call and activity logging
MIS reports of video calling traffic, agent performance, service level, etc.
On-premises deployment and data storage

OneView video contact center solution is flexible to accommodate addition and customization of features and integrations with other systems.

OneView aims to deliver the next level of functionality that makes your contact center efficient and effective.

Video Contact Center provides high-quality video collaboration between customers and agents. Depending on how Video Contact Center is deployed, customers may connect with agents either from within the enterprise network or from devices outside the enterprise.

This one window facility requires a technology solution from a knowledgeable technology expert provider that has proven experience and can successfully deliver the target results on time and with minimum dependencies on other parties. The technical solution must be scalable in features and capacity and must be capable of integrating seamlessly with the core databases and other required systems.

OneView Video Contact Center Solution uses open standards based technology, resulting in maximum flexibility, freedom and cost advantages. It can be easily integrated in your existing environment.

OneView delivers all the application controls and capabilities in a single and elegant one window platform offering multiple functionality layers for self-service and live agent based contact handling. OneView is widely installed at the leading financial service organizations in the region.

Introducing video call feature to your contact center is definitely the next step in leveling up your customer service.

Founded in 1994, ZRG International is an ICT solutions company with a major focus on customer interaction technologies and solutions. We offer experience and innovation to help businesses manage customer relationship and achieve higher customer satisfaction and increased profitability.

Backed by a team of experience-rich professionals, ZRG offers a full range of integrated and flexible turnkey solutions for efficiently managing customer communication activities in the marketing, sales and service operations of the telecommunication, finance, insurance, shipping, healthcare and other service organizations in the Middle East, Pakistan and Africa.

ZRG has a proven track record of introducing innovations and exciting new possibilities in the customer communication areas. Our line of solutions cover all aspects of customer communication including customer contact center, CRM application suite, quality assurance suite, call center management tools, self-service automation tools, campaign management and teleconferencing. Our solutions are deployed at mission critical contact centers that are being used to provide information, assistance and services to millions of users each day through live agent and self-service based applications.

ZRG has an experienced and knowledgeable team capable of quickly designing and adding tailor-made features in our solutions for site-specific requirements. By using open standards systems, specifications and protocols, we ensure maximum flexibility and future growth of our solutions. We use innovative techniques to deliver latest features and integration capabilities in a most cost-effective manner. Our deployment team has successfully completed all our projects well before the deadlines.

Every day, on every project, we deliver value through our accumulated technical knowledge and project management skills. Our expertise delivers immediate benefits to our clients with cost and time savings. Our solution delivers increased operational efficiency and staff productivity to our valued clients. This is what we do. We deliver beyond expectations.

For more details about our video contact center solution, send us your inquiry at

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