Big data, artificial intelligence, Internet of Things. These technologies have taken their shares of the headlines the past few years, but now machine learning is the buzz.
Today we’re operating in a business world where what’s always worked no longer applies. The environment is more complex, more unpredictable and constantly evolving. The challenges of managing change have led to a wide variety of change management models, methods and systems.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.