Author Archives: Elena Kornilova

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About Elena Kornilova

Wildix

Choose a Perfect Wireless Headset for Open Office Environments

Many companies are struggling to increase workplace productivity and maintain employee loyalty and job satisfaction of their office workers.  


The fact is that today people tend to spend less and less time at their assigned workstations. This trend is increasing with more Millenials and Gen Z employees entering the workforce. These generations crave autonomy, mobility and flexibility in their working arrangements. 

To meet these expectations, many companies design their offices to provide more freedom and mobility to their employees, and embrace the newest technologies that offer:

  • Smart working 
  • Flexible working arrangements
  • Open offices with shared spaces 
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Six common customer service problems that are killing the business growth

How to boost the performance of your customer service department and make your customers happy

Any company interested in growing is striving to win new customers and retain their existing ones. Your customers, in fact, have the same need. Let’s see how you can help them.

Would you agree that winning new customers and retaining the existing ones, for the most part, depends on the performance of the customer service department?

In this article we will see in detail some typical challenges that call agents face each day, that prevent the company from achieving its business goals, and how you can help them overcome these problems.

 Flexibility in managing agent opt-in/ opt-out option

In a critical situation, when there is a high load of incoming calls, call agents have no easy way of adding themselves to a call queue. They either have to depend on a system administrator to do it for them or to remember complicated procedures to do it via a dedicated Feature Code.

Let’s keep in mind that the primary tool used by contact center agents has always been, and still remains, the desk phone. What about a simple button that allows a call agent to opt-in/ opt-out of getting calls from the selected call queue directly from the desk phone?

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Is Artificial Intelligence the Next Major Technological Revolution?

artificial intelligenceAccording to Gartner AI promises to be the most disruptive class of technologies during the next 10 years (1). Wildix was among the first UC&C vendors to embed Artificial Intelligence capabilities into their communication platform back in 2017.     

Wildix calls this set of features “Wildix Business Intelligence,” or simply, WBI. Users of a Wildix System can already benefit from the following services:

Text-to-Speech (TTS)

Text-to-Speech service generates a sound file the moment a call is placed. You just have to write down a text—the moment a call is generated, this text is converted into speech. Audio files can be created in different languages using different female and male voices.

With channel variables, such as ${CALLERID(name)}, it is possible to create interactive voice responses. For example, make the system pronounce a welcome message that includes the caller name.  
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TOP 3 INNOVATIVE PRODUCTS FOR CONTACT CENTER

contact centerIn this blog article we will discover the most unexpected and innovative ICT integrations for Contact Center. Some of these products have the possibility to become a real game changer and disrupt the Call Center industry in the nearest future.

DECT HEADSET

A wireless headset is a very handy tool for a contact center, as it lets a call agent leave the desk while on a call, but why choose a DECT headset over a Bluetooth one? Let’s compare the two technologies.
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Increase Call Center Productivity Using the Right Technology

Increase Call Center Productivity Using the Right TechnologyLearn how technology can help enhance call agent productivity and improve customer care.

Customer satisfaction is the top priority for any kind of business and it is up to your customer service to establish a healthy, trustworthy and harmonious business-to-customer relationship. It does not make any difference if call center is your core business or if you have to set up an in-house call center for the needs of your own company; You still have to make sure your call agents are equipped with the proper technology.

Choosing the right technology for your contact center requires an investment. The question is how to make the right investment decision. Making a wrong investment can cost you a lot of money, make you lose your customers, and, potentially, even lose your whole business. Continue reading

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