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Alicia Gray

Marketing Manager, Vcare Technology
Expert Online Journal Editor | BPO and Outsourcing Industry Analyst

Alicia Gray is an BPO and outsourcing industry analyst, and writes about technology. Currently working with one of the BPO Services Provider of the world, her role has been instrumental in assisting businesses to choose the right BPO Services.

Mar 18, 2014
Alicia Gray wrote this post:
Why Companies Have Slowly Taken To Outsourcing Customer Service

These days customer experience matters a lot to organizations. Improvement in customer satisfaction and their loyalty is of great importance to service providers. Consequently, applying a proper strategy for improving customer satisfaction while outsourcing customer service is a must. In general, the services offered by outsource contact centers are used to provide customer support. These services form the backbone of the interactions that take place with existing as well as potential customers.

Mar 11, 2014
Alicia Gray wrote this post:
CRM Outsourcing: The Pros and Cons

No doubt, managing a business in this age of globalization and global competition isn't a cakewalk. Moreover, continuous increases in expenditures have encouraged companies to opt into investing in managed services, including CRM outsourcing.

Jan 21, 2014
Alicia Gray wrote this post:
Why Let Customer Management Be A Hurdle?

Ideally the management of customer relationships involves combining technology and business strategy for identifying, acquiring and retaining valuable customers. However, this is only possible after the analysis of information collected during transactions like purchases and returns as well as various activities.

Jan 5, 2014
Alicia Gray wrote this post:
Are CRM Solutions an Achilles’ Heel for Organizations?

With the growth of global markets and an increasing competition in every industry, companies have started realizing the importance of maintaining strong relationships with their customers. As a consequence, picking out and implementing a top CRM solution is more critical than ever. In this post Alicia Gray of Vcare Technology lays out the ways worthwhile CRM can benefit an organization.

Dec 30, 2013
Alicia Gray wrote this post:
Can Basic Customer Service Be a Game-Changer?

As a business owner you're going to do almost everything it takes to attract a customer. One of the key aspects of customer retention is providing top-tier customer service, something not necessarily associated with outsourcing. However, you’d be surprised. In this post Alicia Gray outlines the ways in which outsourcing customer service can be a net plus.

Dec 23, 2013
Alicia Gray wrote this post:
Why Telecom Companies Can't Survive Without a Billing System

We can't deny that billing remains the most important part of any telecom business. In addition, the fact that people all over the world have everything ranging from the traditional landline phone sets to the latest smartphones has augmented its importance. Moreover, the availability of choices allows a customer to opt for a service of his choice.

Dec 11, 2013
Alicia Gray wrote this post:
Big Data Tools: Mere Collection Of Facts and Figures or Powerful Business Tool?

We live in an age where an organization is exposed to enormous quantities of information through social media, customer transactions, business statistics and almost every other kind of business activity. Categorization of data often becomes impossible. However, the most important features of any kind of data are its volume, speed and variety. Since conventional databases and technologies cannot meet the requirements of a contemporary organization, big data analytics and big data tools come out as a winner.

Nov 27, 2013
Alicia Gray wrote this post:
How Not To Break the Momentum Of Your IVR Services

With companies struggling to juggle customer service and acquisition of new customers, Interactive Voice Response has come to the rescue! As a method of self-service, IVR services facilitate cost reduction and offer improved assistance to callers.

Nov 14, 2013
Alicia Gray wrote this post:
Retail Call Centers: The Key to Creating Happy, Loyal Customers

Retailers need to struggle more than ever to retain their present customers. In addition, they also need to attract new customers. This is the reason many retailers have diversified their arenas and explored new channels for improvement of sales. Interestingly, the new trend of retail call centers is picking up fast in the retail industry.

Nov 3, 2013
Alicia Gray wrote this post:
CRM Adoption: Why Give A Chance To Customers To Move Off Track?

In the present scenario customer service has become the new trend with every organization trying to establish a competitive edge in efficient customer service. Moreover, in all likelihood, it's quite possible that one's organization loss might be a gain for its counterpart. It's for this reason that organizations strive to develop a lifelong relationship with their customers. All this has made CRM adoption more important than ever before.

Oct 25, 2013
Alicia Gray answered this question:

Vcare Technology builds its complex enterprise application software specially designed to support the telecom, retail and healthcare industry that is being used by some of the renowned companies of the world. Vcare Technology software reduces cost-per-call by allowing callers to clearly and simply choose their options.

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