Using a Smart IVR To Save Agent Cost

Using a Smart IVR To Save Agent Cost

The value in deploying an IVR system is its ability to service customers without the need for a live person or to minimize it. When your valuable customers call you, the IVR is the first interface that they experience. The role of the IVR is to make the customer happy with faster self-service and to reduce the requirements of costly live agent resources.

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ZRG awarded Gold Medal at the FPCCI Achievement Award

ZRG awarded Gold Medal at the FPCCI Achievement Award

KARACHI, PAKISTAN - ZRG, region’s leading Contact center solutions provider, has been awarded a gold medal as an achievement award for 2017 in the Information Technology category of CRM, Telephony and Business Data Integration solutions.

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Recycling- Making use of old devices

Recycling- Making use of old devices

We love our devices—our TVs, laptops, tablets, and perhaps most of all, our mobile phones, those pocket-size miracles of computing power. We are all aware of what recycling is and what benefits it brings to the environment. Our devices also contain a load of substance which can be extracted and recycled.

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AI terms you need to know

AI terms you need to know

As artificial intelligence becomes less of an ambiguous marketing buzzword and more of a precise ideology, it's increasingly becoming a challenge to understand all of the AI terms out there. Therefore, to build the foundation Team ZRG have gathered some of the known terminologies of AI. Don’t miss it out in our next issue.

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Colleague experience manager

Colleague experience manager

As the year comes to an end, predictions are being made for the coming year ahead. Advancement in technologies, innovations, work methods are likely to change. Industry has so much to offer and companies have so much to adapt. One of the work job that had been introduced in the running year is of a colleague manager.

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Design your contact center

Design your contact center

As enterprises strive to offer better customer experiences, they must incorporate organizational and operational change into contact center architectural design. We may take it for granted, but the physical layout of call centers have a big impact on performance.

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Developing a social media strategy

Developing a social media strategy

Social media without a strategy invites social media tragedy. Developing and implementing a good strategy is vital for success. Marketers are now expanding their knowledge areas and experimenting with different studies to generate a well-executed strategy. Psychological studies are one of them.

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Motivation - The Key to Success

Motivation - The Key to Success

Success is what most people dream of accomplishing. To reach our heart’s desire is the ultimate goal. When it comes to the secrets of achieving that success, we definitely think of our ability, the amount of money we have or the number of blessings that shower us every day.

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Ideas for your team incentive plan

Ideas for your team incentive plan

A wise managers will try to make sure that its team remain motivated and one of the things to keep them motivated is to introduce an incentive plan. Motivated employees perform better which ultimately leads to maximized profitability.

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Contact Center relocated without any downtime

Contact Center relocated without any downtime

ZRG a specialist in unified customer services has achieved another milestone by successfully completing a challenging project of Bank Al-Habib contact center into a new state of the art facility without facing any downtime.

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Strategies for increasing agent resilience

Strategies for increasing agent resilience

A contact center environment can be stressful and highly changeable and to cope with that resilience is important. It is a thing that should be embedded in every contact center agent. The ability to be resilient and to cope up with the pressure that is what makes a good call center agent.

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Make the last hour most productive

Make the last hour most productive

Productivity is not a sprint. It’s a marathon. If you’re super-productive for one hour but slack off the next two, you haven’t been productive. Every minute of your working hour contributes to productivity. To achieve the maximum output you need to make sure that every hour count.

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ZRG awarded a gold medal by FPCCI

ZRG awarded a gold medal by FPCCI

ZRG has been declared as the winner of a Gold medal by Federation of Pakistan Chamber of Commerce and Industries (FPCCI) as an achievement award in the Information & Communication Technology industry for the year 2015.

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Embrace the Negative Review

Embrace the Negative Review

No matter how good a product is, someone somewhere isn't going to like something about it. Reviews are an important factor for any organization. Negative reviews should be seen as opportunities rather than black marks.

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Choose the right technology

Choose the right technology

Good management starts with the right tools and processes. One of which is how you manage your business operations. With the vast number of business management applications available today, choosing the right tool for your business operations is not an easy job.

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Ways to win with email customer service

Ways to win with email customer service

As customer service has evolved, with each passing day we rely more and more on online channels like email in order to solve customer dilemmas. There are many customers that prefer the privacy and convenience of email. It’s a one-on-one conversation that doesn’t take a lot of effort on their part and can be read and answered at their convenience. No annoying interruptions in their day or waiting in a call queue to get a response.

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What is digital banking

What is digital banking

In an era, where consumers are addicted to their cell phones and look up to apps for just about everything, it is un-common to think that banking industry won’t recognize this need of its audience. Consumer behavior is changing and so are the ways to cater customers. Spending in these wisely can help a business achieve its goals.

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Traits to look for in your CC employee

Traits to look for in your CC employee

You may have all the right tools and resources for your call center, software with every key features, top of the line softphones and equipment’s but, at the end of the day if you don’t have correct agents all your efficient work can go in vein. With the advancement in technology finding right agent for you call center is must.

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AI and Human Intelligence

AI and Human Intelligence

Technology has not only come a long way, it has developed in a way that can mimic human behavior and responses, and create a huge advantage for busy call centers.

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Signs of a customer centric leader

Signs of a customer centric leader

A great customer experience requires a great, unifying vision. It requires that the entire organization be wholeheartedly committed to the notion of customer centricity.

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Scope of Digital Marketing

Scope of Digital Marketing

As the world is getting more and more digitized in every respect, Digital Marketing is a booming marketing option today. With striking features like cost-effectiveness, instant response, flexibility, convenience, effectiveness, Digital Marketing is making a strong impact in the world of Marketing and Advertising.

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Clone your best employees

Clone your best employees

As routine customer service queries are increasingly handled by self-service systems, requests coming into the contact center are becoming more complex. The question arises, how can customer service organizations maintain service effectiveness and efficiency? The answer to this lies in this issue.

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SMART goals are not so smart

SMART goals are not so smart

SMART is a best practice framework for setting goals. The acronym stands for specific, measurable, achievable, results-focused and time-bound. But, like all things this has a drawback too. To find out more, click on the button below

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Taking control back

Taking control back

It's easy to let your life be consumed by a cell phone. People use their phones for pretty much everything these days, which can result in feeling like you're shackled to technology. There are many ways to lessen the use of your phone. Setting your phone aside for certain hours of the day, and limiting using your phone for things like an alarm clock, can help.

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The power of workforce management

The power of workforce management

The contact center market is going under redirection and redefinition. Solution providers are now introducing new methods for providing agents with an active role in the creation of their work schedule. Learn more about this latest approach by clicking the button below.

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Threats to data security

Threats to data security

From a security standpoint, call centers are one of the riskiest areas of the enterprise. Like any branch of an organization, they’re susceptible to malware, APT, and other security threats. But there’s one security concern that they need to pay extra special attention to: the insider threat.

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Fear of failure

Fear of failure

Are you afraid to fail? If so, your fear of failure is likely to limit your chances of success. If you look at really successful people, you will often find significant failures in their backgrounds.

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Cryptocurrencies

Cryptocurrencies

A cryptocurrency is a digital or virtual currency that uses cryptography for security. A process of converting legible information into an almost uncrackable code, to track purchases and transfers.

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10 commandments for effective leadership

10 commandments for effective leadership

In order to lead effectively in your company, you will have to achieve a certain balance and work on key skills to grow as a leader. These are the top 10 skills you need to consider:

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