Giva Blog Categories : Outsourced Call Center

How to Reduce IT Help Desk Costs

Ways to Cut Help Desk Costs

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From fuel at the pumps to food at the grocery store, everything costs more these days. The reason? Inflation. According to data from the U.S. Labor Department and shared via the U.S. Inflation calculator, the country is experiencing an annual inflation rate of 8.3% for the 12 months leading up to April 2022. That is an astoundingly high number in comparison to previous years. In fact, it is the highest rate of inflation since 1982. The result? A trickle-down effect, meaning companies are incurring greater costs to bring in products, with these additional costs passed down to the consumer. 

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What Is Collaborative Email? Pros and Cons of Shared Inboxes, and Alternatives

Collaborative Email & Shared Inboxes

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When customer service or success teams are managing hundreds or thousands of customer queries every day, a collaborative inbox can be an advantage.

Instead of emails going to individual customer service agents and managers, everyone shares the same inbox. Working together collaborating to solve customer problems is a big advantage.

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How Your Customer Support Help Desk Feeds Your Knowledge Base

Build Knowledge Base from Help Desk Customer Support

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In a competitive business environment, it's more important than ever to keep customers happy. You need a proactive, customer-centric help desk and an in-depth and helpful knowledge base sitting alongside that.

Not only does this help customers when things go wrong, but it also makes it easier for them to use a product. Customers are happier when they can access everything they need without requiring assistance from a help desk.

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Call Center Best Practices and Innovation Ideas for the 2020s

Call Cdnter Best Practices and Innovations

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Whenever we think of a call center, what comes to our mind can be the image of a warehouse-sized room packed with desks and air conditioners where you can hear phones ringing continuously and agents working tirelessly answering the phone queries. However, such visuals are rare these days.

A contact center is an essential part of a company as it provides customer support and generates leads, and the latest call center innovation ideas have made them economical and scalable for companies. If you are planning to start one for your company, below is everything you need to know about the innovations and best practices for a call center which are essential for its effectiveness. But before exploring call center best practices and innovations, we first need to understand a few foundational ideas about call centers.

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Avoid These 11 Common Mistakes When Building a Knowledge Base

Mistakes When Building a Knowledge Base

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What is a Knowledge Base?

A Knowledge Base (KB) is a crucial part of knowledge management in any business. It is a collection of information that is organized and accessible to employees so they can find what they need on-demand. In this blog post, we will discuss the benefits of knowledge bases and how they can help improve IT management and online library services.

Benefits of Knowledge Management

The following are some primary knowledge management system benefits:

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What are OmniChannel Customer Experience Strategies, Customer Service, Support, Platforms & Examples

OmniChannel Customer Experience

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What is OmniChannel?

A "channel" in business is simply a medium through which a company can communicate its products to customers. This can be done through websites, advertisement hoardings, social media platforms, or by contacting customers via email, phone calls, or messages.

In the past, marketing was done through one or two channels or mediums such as printing advertisements in a newspaper or running television ads, but now with the availability of smart devices, such as mobiles or tabs, there are a plethora of digital platforms through which a company can market their product to the customers anywhere in the world. This kind of marketing interaction is called Multi-Channel Marketing. In multi-channel, a company can advertise their products and get feedback for their services on different platforms. This helps in getting a wider reach to customers, but the drawback is that all these apps and platforms work separately from one another, and to extract feedback from them is a difficult task and results in longer response time. A multi-channel environment is a great approach to increase the overall visibility of the products but does not provide good customer service or customer experience.

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Customer Service Excellence Across All Generations

Customer Service Excellence Across Generations

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Excellent customer service starts with empathy, patience, and understanding your customers' needs. To deliver this, it is critical for a service representative to understand how consumers think and react to a conversation. One major factor that determines the course and outcome of a conversation is the generational difference when dealing with a customer. This may be the first time in history that customer service representatives are tasked with dealing with customers from five generations. Because of this, it is not possible to have one approach for all customers. Rather, a service representative needs to deploy different strategies and special forms of communication to deliver exceptional customer service across all five generations. For that, a service representative needs to be aware of the differences in the mindset of each generation and must be able to meet the expectations of each group accordingly.

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What is Conversational AI & How It's Changing the Customer Support Game

Conversational AI

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Conversational AI definition

We can define Conversational AI as a program built by using artificial intelligence to replace a human-like conversation with a machine so that the program can help a human end-user in resolving queries and perform various functions. Customer service AI has proved convenient, consistent, and available to assist a human in all walks of life.

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Benefits, Risks & Future of Using Chatbot Technology in Customer Support, Plus Top Support Bots

Customer Support Chatbot

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To help simplify the interactions between a customer and a company, a helpful tool has increasingly grown in use in the market. It aids in answering repeated queries of customers among other functions, and is called a "support chatbot", or "automated chatbot" or "customer service bot".

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Top 10 Disputes to Address in Your Business Process Outsourcing (BPO) SLA

Business Process Outsourcing (BPO) Service Level Agreement (SLA)

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What is BPO: Business Process Outsourcing?

BPO stands for Business Process Outsourcing and is the contracting of services to third-party companies that can provide them more inexpensively or better than your company. Businesses outsource their work for many reasons but are most commonly looking to decrease costs, expand capabilities or lessen risks. Some common outsourcing services include Customer Service/Call Center/Helpdesk, Client Management, Human Resources, and even Accounting. Third-party providers offer these solutions using cost-efficient approaches. This article will focus on Call Center providers, although many of the points can apply to other types of outsourced services as well.

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