Ozonetel Blog

Blog 2018-05-25T04:33:02+00:00

How 10 Latam companies create great customer interactions.

When you are a customer-centric business, it shows. Learn what these 10 South American countries are doing right and explore the tools to make it happen for you. You can’t buy customer loyalty. You need to build it one experience at a time. The best businesses know how to evoke positive emotions on every customer interaction—whether in-store, online, on social media, via your app, email, or during phone calls. Blake Morgan’s article on “The 10 Most Customer-Focused Companies In South America” inspired us to explore what they were getting right: #1. Arcos Dorados - Lesson learned: Empowered employees deliver [...]

By | March 25th, 2019|Categories: Ozonetel|0 Comments

5 top musicians’ suggestions for your business hold music.

Have you ever been put on hold when calling a customer care number to make an important enquiry or report a complaint, while the voice on the other line gets replaced by a jarring tune? Been irritated by it? Has it made you feel reassured, or even comforted? Like it or not, all of us have sometime or the other experienced ‘hold music’ as it is called, or music that callers have to listen to while they wait in a queue to get connected to a representative or agent, or when an agent puts them on hold. There are [...]

By | March 12th, 2019|Categories: Ozonetel|0 Comments

Top 5 ways to reduce customer wait times

Don't keep callers waiting on hold or on long call queues. These 5 resources outline the top ways to reduce hold times for your customer:   Keep call queues short. Our call queue management blog outlines how automatic call distribution, fallback rules, reports, voice mail and abandoned call alerts help you reduce wait times in call queues. Route calls effectively. When you route calls effectively, you send customers to the right agent automatically and they don't have to wait in queues while being transferred. Our call routing blog explains how to use skill hunting to route calls effectively. Manage [...]

By | March 9th, 2019|Categories: Ozonetel|0 Comments

Do customers like your voice bot? Tips to ensure a good persona.

Bots with boring generic robotic voice only belong in campy sci-fi movies. The key features when planning a conversational interface for your business are: Its ability to understand your customer, its ability to allow interruptions, quick response times, AI-powered continuous learning ability, and its ability to quickly connect with human backup at the slightest hint of trouble. But when all that’s done, don’t forget to infuse a bit of personality into your bot. It could go a long way in refreshing your customer experience. Designing personality-driven voice bots So how do you go about creating personality? Unfortunately, there aren’t some [...]

By | March 6th, 2019|Categories: Ozonetel|0 Comments

Workforce Management in the Call Center

Call volumes constantly fluctuate. Staff doesn’t always turn up for work. But your customer doesn’t know that: They still want the phone answered fast! You need to keep the show running smoothly. You need to predict and plan—sometimes on the fly—for using your staff efficiently. You don’t want staff idling away time, nor do you want them to be overworked. You juggle shifts, skills, overtimes, and breaks to ensure customer experience never suffers. This is workforce management.What are the basics of call center workforce management?Workforce Management for your call center means four things:Planning how many agents you need per shift. [...]

By | March 1st, 2019|Categories: Ozonetel|0 Comments