Choosing the right call center systems is like shopping for the perfect pair of shoes: you need something that fits, supports your needs, and doesn\'t make you miserable by midday. Whether you\'re starting a call center from scratch or you\'ve inherit ...
The holidays are both a blessing and a logistical nightmare for call centers. On the one hand, business is booming. On the other hand, you’re dealing with sky-high call volume that’s lighting up your phones like a Christmas tree. Orders gone wrong, ...
Running a call center in this day and age? Then you already know it’s not just about answering calls anymore. Customers expect far more than that. They expect a positive, helpful experience that meets their needs – and it’s your job to provide that, even ...
On the hunt for the right ACD solution, eh? That can be a tedious process – one we wouldn’t recommend going through alone. That\'s why we’ve got your back! This blog will explain ACD, what to look for in ACD solutions, and introduce you to a cal ...
Ever heard the saying, “If you can measure it, you can manage it?” We’re here to take that one step further: “If you can measure it and manage it, you can improve it!” But only if you know what data points to monitor. Which can be ...
Every business needs the features that were once only available to actual call centers with floors of cubicles and hundreds of agents. Why? Because 80 percent of customers now consider the experience a company provides to be as important as its products ...
A call center can be unwieldy if not approached with the data, and customers know how to keep it at bay. Why can it be unwieldy? Great question. If you don\'t have clear-cut guidelines and structuring for how the agent data is examined, in conjunct ...
Debt collection touches every business, big and small. It\'s an all-encompassing term that reaches across sectors and business stability. According to the Federal Reserve Bank of New York, in the first quarter of 2024, US household debt, including mortga ...
Call center quality assurance (QA) is an important part of any organization’s customer service strategy. It requires evaluating the performance of call centers and agents, identifying areas for improvement, and providing feedback to ensure quality standa ...
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 ag ...
