Automatic Call Distribution (ACD) Explained

January 27th, 2023 | Posted by analytics2
Graphic representation of the automatic call distribution process.

We have all experienced automatic call distribution (ACD), sometimes also called automated call distribution, when calling our favorite (or not so favorite) companies.     Here’s what ACD often sounds like: “Please hold… All our agents are assisting other callers” But what is ACD, or automatic call distribution, really? Let’s dive a little deeper into the meaning… Read more »

6 Ways to Improve the Customer Experience in a Call Center

January 23rd, 2023 | Posted by Vaspian
Woman sits at desk with earpiece on smiling and talking into phone

Call centers have a direct impact on how customers perceive your business. A customer’s experience in the call center is often the most important factor that determines whether they will be repeat customers. That’s why it’s so important to focus on how you can improve customer experience in your call center. In this article, we’ll… Read more »

How to Improve Hotel Guest Satisfaction with VoIP Features

December 20th, 2022 | Posted by Vaspian
hotel receptionist answering phone call

When it comes to the hospitality industry, nothing is more important than guest satisfaction. A pleasant stay will result in return visits and  positive word-of-mouth marketing. In such a competitive field, it is the little things that can make the biggest impact, which is why a VoIP phone system can really stand out in your… Read more »

How to Break Down Your Call History Data

November 8th, 2022 | Posted by Vaspian
call records

An important part of the information overload we live in today is filtering out the useless and betting on the useful in order to project our actions for success. But what if that information you’ve shrugged off was more useful than you thought? Today we’re going to take a second look at your call history…. Read more »

The Importance of On-Hold Music

September 15th, 2022 | Posted by Vaspian
Importance of On Hold Music

You’re stuck on-hold with a customer service rep, and on comes that music. Usually it’s a smooth jazz track or some light rock. Whatever it is, you know that the on-hold music’s time is limited, because at any moment, the customer service rep will return, interrupting the song. So you sit, and wait. But did… Read more »

How to Reduce Customer Wait Times

July 22nd, 2022 | Posted by Vaspian
customer left on hold

Regardless of what industry you are in, one thing will always remain the same: no customer wants to be left waiting. We have all called a company with a simple question or request, just to be put on hold and transferred from department to department. And there is absolutely nothing more frustrating. So how long… Read more »

Why Small Talk is So Important for Business

May 24th, 2022 | Posted by Vaspian
Businesswoman Improving Small Talk Skills

It’s no secret that (well-executed) small talk is a necessity in the world of business. Love it or hate it, that little polite conversation is here to stay. Perfect for building connections with partners and clientele, small talk can take your relationships to new levels, helping you achieve trust and loyalty with your customers. Small… Read more »

The Best Places to Work Remotely Other Than Your Home

March 15th, 2022 | Posted by Vaspian
Telecommuting options

Since the COVID-19 Pandemic touched down in the U.S., many Americans have been working remotely. For some, this has become a permanent situation. While there are many benefits to remote work, some workers may get sick of their own four walls. Thankfully, there are other places you can go in your community to remote work…. Read more »

The Benefits of Quality Speech Analytic Software

January 25th, 2022 | Posted by Vaspian

As a call center, the experience offered to customers goes hand-in-hand with your mission’s success. A positive customer outlook can’t be achieved, however, without feedback and data. Luckily for Vaspian customers, the speech analytics software we offer can help to pinpoint areas of improvement and ensure customer satisfaction without the hassle of sifting through detailed… Read more »

The Benefits of Team Building Activities

November 21st, 2021 | Posted by Vaspian
If you have happy employees who enjoy coming to work every day due to the positive environment you’ve created, they’ll perform well and keep your customers coming back for more.

Careers in the customer service industry can be trying at times; representatives are consistently fielding phone calls from confused and often frustrated customers. However, if you have employees who enjoy coming to work every day due to the positive environment you’ve created, odds are they’ll perform well and do better by those customers. So, how… Read more »