Call Center Best Practices for Business

Using call center software for financial services will improve customer experience.

The Benefits of Call Center Software for Financial Services

Financial services is an industry that depends on security, reliability, and trust. As such, it’s even more important to keep accurate records of customer interactions and provide a customer experience that fosters lasting, and stress-free, working relationships. Call center software makes the relationships between your brand representatives and clients as seamless and productive as possible. […]

11 November 2020

Call Center

Best Practices for Training eCommerce Call Centers

Would it be worth your while to establish and develop a top-quality eCommerce call center if it meant an increase in sales and revenue? The 2017 Global Customer Experience Benchmarking Report showed organizations felt that it was important to use digital tools to improve the customer experience. Of the 1,351 organizations from 80 countries that […]

4 November 2020

eCommerce

understanding how ccaas works and it's benefits will make finding contact center solutions easier

The Benefits of CCaaS

Customers have never had more expectations in terms of quality service. Managing these demands without the benefit of powerful communication tools, such as contact center as a service (CCaaS) software, is a huge undertaking. A comprehensive system of cloud solutions will put you on pace to delight customers with a competitive advantage. With the right […]

23 October 2020

Call Center

Preparing Your Call Center for the Holiday Season

This year has been…uncertain, to put it lightly. But one thing your call center can count on is that this holiday shopping season will be unlike any other in retail history. The last thing you need is to be unprepared when the holiday rush begins. The good news is, the more you know about the […]

22 October 2020

eCommerce

How eCommerce Teams Should Prepare for Black Friday & Cyber Monday

Historically, companies could base Black Friday and Cyber Monday staffing needs on numbers from previous years. However, brands with an online retail presence must react accordingly to all the challenges we’ve faced in 2020. Because of COVID-19, the public has largely avoided retail stores for the better part of the year. Instead, online shopping has […]

15 October 2020

eCommerce

Call metrics help call center team managers make smarter decisions.

10 Call Metrics That Matter Most

Call metrics give you a more objective way to assess your call center team’s performance. For companies using remote or distributed teams, physically sitting-in on calls isn’t an option. While good training programs will help enhance the customer experience, managers need the right tools to help guide their onboarding and teaching efforts. A dashboard that […]

14 October 2020

Call Center

understand ucaas vs ccaas and which is better for your business.

UCaaS vs CCaaS: What Makes the Most Sense for You

Businesses have lots of options for digital solutions today and the issue of UCaaS vs CCaaS leads the pack as one of the latest hot topics in call center software solutions. In general, the “as a Service” concept is getting more complex and versatile all the time. Innovation and flexibility reflect some of the prime […]

2 October 2020

Call Center

VoIP phone systems provide many benefits to businesses.

What Is a VoIP Phone System?

Internet systems are getting faster and better all the time and that makes a VoIP phone system an attractive option for business phone systems. That said, there are still many things to consider when considering switching out your traditional phone system. How does a VoIP phone system work? What’s involved? A quick overview of the […]

30 September 2020

Tech

learn the difference between SIP trunking vs PRI

SIP Trunking vs PRI 101

SIP trunking vs PRI 101 is a topic that’s technical and confusing for most people. Even so, they’re very important terms in the phone industry. Every time you make a phone call, you take for granted that the call will go through quickly and reach the other line, whether someone picks it up or not. […]

23 September 2020

Tech

Call porting is the process of keeping the same phone number between phone services

What Is Call Porting & How Does It Work?

Perhaps you think you’re missing out on a wide variety of business phone features, but finding a new system sounds like too much work. Call porting could be the answer to updating your phone system without the hassle. Switching your phone service scares a lot of people. Understanding more about porting phone numbers takes the […]

21 September 2020

Tech

Call center agent performance depends on the right training and tools

How to Improve Call Center Agent Performance

In the early days of call centers, call center agent performance wasn’t a primary concern for most companies. Call agents provided minimal services like answering basic questions. Call centers grew out of necessity. To a large degree, they were viewed more as a cost center than a growth center. As the internet has become a […]

18 September 2020

Best Practices

Compare cloud phone systems using these criteria for sales and support teams

How to Compare Cloud Phone Systems

If you’re one of the many small businesses that are considering how cloud services can enhance your business, it’s worthwhile to compare cloud phone systems before making your final choice. Cloud-based phone systems are an accessible and affordable phone service option, so it’s no surprise that they’re becoming so popular. When you compare cloud phone […]

16 September 2020

Tech

understanding sip vs voip will make choosing a phone system easier

SIP vs VoIP: Everything You Need to Know

When you’re considering switching to a modern phone system, terms like SIP vs VoIP will surface a lot. What do they mean? Technology is advancing so rapidly, it’s hard to keep up with all the acronyms in the tech world. That’s especially true when you’re talking about modern phone systems. While you don’t need to […]

11 September 2020

Tech

software integrations make work easier and more impactful

The Importance of Software Integrations

A few decades ago, software integrations were unheard of. It wasn’t that long ago that businesses were happy just to have computer programs that worked somewhat reliably. Computer programming has come a long way since then. Software programs are now more user-friendly and easier to install than in the past. They can be a great […]

9 September 2020

Tech

Building a customer support framework requires the right tools and processes.

Building the Right Framework for Customer Support

Advancements in technology have made it possible for companies to create a full-featured customer support framework for customer support teams. New tools create greater transparency for customers, revealing that company practices that were in the background. Social media and other online platforms give customers greater opportunities to express their opinions publicly. This type of forum […]

7 September 2020

Support

Call whispering has many benefits for call center coaching.

Call Whispering Benefits

Call whispering is a part of a suite of features provided by some business phone systems. These features focus on training and allow managers to monitor calls, coach calls, and join calls to coach and support call agents. With the call whisper feature, only the call agent can hear a manager listening in or speaking […]

4 September 2020

Call Center

VoIP integrations benefit phone system efficiency.

What Is a VoIP Integration?

When your business phone is ringing constantly, it’s a great problem to have and a VoIP integration can help you handle your call flow more easily. It’s frustrating for customers when you have to make them wait on the phone while you transfer them, get their phone number, or take a message. There’s always the […]

1 September 2020

Call Center

Call whisper makes coaching agents on live calls easy.

What is Call Whisper?

Call center managers share a common desire to coach their call team members by using a “call whisper” to guide them in their conversations with prospects or customers. While it’s not practical to hover over each call agent’s shoulder and instruct them on what to say, it’s possible to use digital applications to whisper tips […]

28 August 2020

Call Center

Tips and Best Practices for Managing a Call Center – Page 2

The Benefits of Call Center Software for Financial Services

Best Practices for Training eCommerce Call Centers

The Benefits of CCaaS

Preparing Your Call Center for the Holiday Season

How eCommerce Teams Should Prepare for Black Friday & Cyber Monday

10 Call Metrics That Matter Most

UCaaS vs CCaaS: What Makes the Most Sense for You

What Is a VoIP Phone System?

SIP Trunking vs PRI 101

What Is Call Porting & How Does It Work?

How to Improve Call Center Agent Performance

How to Compare Cloud Phone Systems

SIP vs VoIP: Everything You Need to Know

The Importance of Software Integrations

Building the Right Framework for Customer Support

Call Whispering Benefits

What Is a VoIP Integration?

What is Call Whisper?

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