How Toku Helps Fight Fraudulent Calls in APAC 

Telecommunication fraud – also known as “scam calls” or fraudulent calls – has become a huge problem for everyone. Consumers are getting numerous unwanted calls more frequently. In Singapore, victims in the country lost at least S$633.3 million to scams … Read More

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87% of Singapore Consumers Have Received Scam Calls – How Are They Handling Them?

Scams via phone calls or SMS continue to rise in Singapore with overall scam cases in the country spiking to over 23,000 cases in 2021. Despite some efforts from brands, there is still some work to do here. To get … Read More

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Turn Your CRM Into a Contact Centre with the Toku for Salesforce Integration

Customer Relationship Management (CRMs) and contact centre platforms are two commonly used systems in every business today. Salesforce is one of the most popular CRMs that helps business owners easily track all communications and nurture relationships with their leads and clients. It … Read More

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How to Minimise Customer Effort and Maximise Customer Experience

Many businesses aim to exceed expectations with little delights – like warm chocolate chip cookies waiting for you in the hotel room. However, research from Gartner shows that exceeding expectations, or delighting customers, has little impact on customer loyalty and actually … Read More

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How Real-time Call Centre Monitoring and Reporting Improves Performance 

Would you use a baby monitor that only alerted you that something was wrong one day later?  Exactly.  The same idea applies to modern high-performance call centres where knowing what happens in real-time and being able to act on the … Read More

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6 Must-Have Contact Centre Capabilities that Make Your Agents’ Lives Easier While Increasing Their Productivity 

You ordered a pizza two hours ago, and it’s nowhere in sight. So, you try calling customer service and what happens?   You are greeted by the sadly familiar (and annoyingly polite), ‘Thank you for your call! All our agents are … Read More

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How Lenskart Improved their SMS Campaign Operational Efficiency with Toku

Lenskart is a rapidly growing Indian omnichannel direct-to-consumer eyewear retailer with its eyes set on expanding operations worldwide. Presently, the company is using its headquarters in Singapore to expand into Southeast Asia, and gearing up to scale in the Middle … Read More

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The 6 Best Metrics to Assess Call Centre Agent Productivity Like a Pro

“Measure what is measurable, and make measurable what is not so.,” said Galileo Galilei, the renowned astronomer.   But what does measuring faraway galaxies and stars have to do with improving call centre agent productivity? Delivering stellar customer experiences, of course!  … Read More

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In-house And Outsourced Call Centres – How to Make Them Work Together as You Scale

When it comes to customer support, some companies strongly believe in keeping the call centre in house as it’s worth the additional costs. Meanwhile, other companies choose to look at contact centres as a ‘cost-centre’, and hence outsource the function … Read More

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Achieving New Highs with Open and Inclusive Teams

I’ve been a part of Toku since 2018 when I joined as the first NOC (Network Operation Centre) Engineer here. Before joining, I worked in the telco industry – not on the cloud side, but the physical one where we … Read More

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