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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Boldly seize opportunities for explosive growth 

I am a Senior Network Engineer at Toku, and I have been with the company since it was founded 4 years ago. I got into this industry for a simple reason. Something amazed me about how we live in an era where … Read More

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Elevating Customer Experience in Logistics: 5 CPaaS and CCaaS Use Cases that Deliver the Goods

When it comes to logistics, getting goods from point A to point B is just the tip of the iceberg. There are now multiple stakeholders involved in delivery, such as drivers, delivery personnel, customers, retailers, warehouses and customer support. Getting … Read More

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Get Out of Your Comfort Zone To Reach New Heights in the Cloud

I’ve been a part of Toku for one year and four months. Before joining the company, I had been in the high-growth technology space for over 10 years. Having been in the travel technology space for some time, I wanted … Read More

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How To Build an Omnichannel Customer Experience Your Buyers Actually Want

Building an omnichannel strategy to engage with customers is now the norm for businesses. However, too many companies think an omnichannel experience is all about throwing in every available communication channel in the multiverse at their customers, and then calling … Read More

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