With so many people needing to work remotely, you may be wondering how to start a virtual call center, and if so, how to do it right. A remote workforce is a growing trend. Many companies are following the trend by switching their on-site call center to a totally virtual call center. Others are setting […]
A financial services call center is an efficient system for serving customers and managing financial risks. Especially since financial services affect many areas of our daily lives. People and businesses are happier and healthier during strong economic times. In general, technology has made our daily activities faster and more convenient. Customers within every industry have […]
The traditional on-site contact center worked well enough for its time, and now, contact center as a service (CCaaS) is a modern solution that fits the pace and scope of today’s marketplace. CCaaS works just as well for SMBs as for large corporations because of the many benefits it provides. In fact, one of the […]
Customer support mistakes can happen even when call center agents have the best of intentions. A host of things can contribute to customer support mistakes. Poor customer feedback signals the need for call center agent onboarding, targeted training for current employees, and ongoing monitoring. Having the wrong digital tools might also be contributing to customer […]
Recruiters and HR professionals know, finding and retaining the right talent isn’t an objective science. It requires going beyond what’s merely on one’s resume and uncovering passion, intent, and personality. Central to learning these “intangibles” is seamless and regular communication. And when it comes to truly learning about a candidate (especially for an initial screening), […]
A great customer experience is required for today’s businesses, and customer support as a service (CSaaS) brings the right people and processes together to help you deliver best possible customer support to your customers. Your call center agents are on the frontline every day, helping your customers resolve issues quickly and effectively to drive customer […]
In the transportation industry, communication is vital, and a transportation call center keeps all the necessary parties well-connected. The transportation industry never sleeps — It’s common for transportation companies to have people working 24/7, every day of the year. This ensures other businesses get the materials and products they need to operate effectively or get […]
Phone communication connects your customers with a human voice, and by exploring UCaaS vs VoIP, you get greater capability to enhance the customer experience and be more competitive. You’re unlikely to have a conversation about business communications without running across terms like UCaaS and VoIP. Each is a type of technology, and each has a […]
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. […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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 […]
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. […]
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 […]
The phone system for modern business
