Call Center Best Practices for Business

When your business experiences VoIP issues you want to fix them fast. Here is how VoIP phone systems work and how to identify and troubleshoot common issues.

Experiencing VoIP Issues? Here’s How to Improve Call Quality Fast

(Editor’s Note: This post was originally published in April 2017 and has recently been updated for accuracy and clarity) Switching to a virtual phone system has many advantages for your business. Many forward-thinking companies choose cloud-based phone systems because they are simpler, more efficient, more cost effective, and more secure than legacy voice-communication providers, such […]

8 April 2020

Call Center

On Premise vs. Cloud-Based Call Center Software: How to Make the Call

(Editor’s note: This post was originally published in 2016 and has recently been updated for accuracy and relevance) Choosing between an onsite and cloud-based phone solution is a big decision in terms of price, flexibility, and company growth. In this post, we’ll discuss the merits and downsides of both on-premise phone systems and their virtual […]

30 March 2020

Call Center

Virtual Call Center Software: Here's All You Need to Know

(Editor’s note: This post was originally published in 2017 and has recently been updated to reflect more accurate and up-to-date information) A virtual call center is a contact center whose customer support agents or sales reps work remotely. Instead of working from an on-site business location, virtual agents help customers from a different third-party location, […]

19 March 2020

Call Center

Learning these phone skills will help sales and customer support professionals have better conversations. Plus, some useful tools that compliment the vital phone skills.

Phone Skills for Flawless Sales and Support Conversations

(Editor’s note: This post was originally published in May 2018. It has been updated with relevant information and additional context) In today’s world of indirect, text-based communication, many conversational skills are underdeveloped. However, the telephone is still a vital business tool, critical to both sales and customer service professionals. To truly excel in these careers, […]

12 March 2020

Call Center

10 Essential Call Center Features in 2020

Phone, e-mail or chat bots: Today’s modern companies offer their customers numerous ways to communicate. But to be effective, it’s crucial that you use these technologies to your advantage. For companies with dedicated sales and support teams, call center software has become a very popular means to communicate for good reason. Call centers are the […]

27 January 2020

Call Center

CCaaS: What
Contact Center as a Service Means For You

You’re ready to take your customer relationships to the next level, connecting faster and more seamlessly than ever before. The problem is, your contact center isn’t quite keeping pace with your vision. Maybe you’re still researching software options that can provide the streamlined customer service your customers expect. Or maybe your in-house software is overdue […]

14 January 2020

Call Center

ACD: What Is Automatic Call Distribution?

If customer service is important to your business (of course it is!), you’re probably well acquainted with agents being inundated with calls. With just a basic phone system in place, this is probably more than they can handle. That’s where an automatic call distributor (ACD) system comes in. Automatic call distribution systems, otherwise known as […]

8 November 2019

Call Center

How Much Does a Business VoIP Phone System Actually Cost?

Talk is cheap, but communication is priceless. A reliable way to interact with customers, clients, and prospects is vital to running a business. Which makes picking the right phone system a critical choice for your company’s success. While it was certainly understandable to critique VoIP (Voice over Internet Protocol) phone quality in the past, it […]

3 June 2019

Call Center

Is VoIP a Reliable Service for Your Business?

Very few businesses can operate without a phone presence. Whether it’s for sales operations or customer support, brands need a way to communicate with their current and future clients. Voice over internet protocol (VoIP) providers offer businesses an affordable, modern, and more versatile alternative to classic landline phones, but questions of “reliability” create a hesitation […]

13 May 2019

Tech

After-Call Work: What Is It, and Why Is It Important?

Contrary to popular opinion, business phone calls don’t actually end at the “click.” Although the customer has left, Sales and Support professionals still have work to do before starting a new conversation. This process of wrapping up the previous call before attending to a new one is called “after-call work” — and it’s vital to […]

3 April 2019

Call Center

Your Phone System Service Level Agreement (SLA) - What it is, why you need it...

Choosing a phone system isn’t like shopping for jeans. If a phone system is awkwardly tight around your calves, you can’t just return it with the tag still on. You may be stuck wearing that ill-fitting phone system until your contract runs out. This is why your service level agreement is important. It’s an official […]

13 July 2018

Support

7 Tips for a Human-Friendly IVR System

The future of customer service is certain. Brands will continue to shift away from labor-intensive measures and toward more self-help resources. But if the typical interactive voice response (IVR) system is any indicator, a full transition is still on a long way away. According to one study, 90% of customers who call a company want […]

27 April 2018

Customer Experience

Infographic: 2018 Customer Support Strategy (Stats & Trends)

I’m always asking questions at work (occasionally aloud, frequently in my head), but I’d say Aircall’s 2018 Customer Support Strategy Survey has been the most productive outlet for my curiosity yet. “What do customer support teams see standing in the way of their success?” “Where will they invest their time, money, and attention?” “How do they […]

22 March 2018

Support

How to Structure Your Support Team (and Build a Tropical Paradise)

Building out a customer support department is like settling an uninhabited island. At first, you and your fellow pioneers must use every resource available to its maximum potential. This plant is good to eat, but it can also be used to make rope This blanket doubles as sun protection during the daytime This product manager […]

6 March 2018

Support

The Social Science That Explains Customer Service Attrition Rates

High customer service attrition rates can sink an otherwise promising business, but this stubborn problem is solvable. Even if repetitive tasks, infrequent breaks, and irrational customers are unavoidable job hazards, understanding why this line of work often leads to burnout is the first step toward creating a sustainable team environment. Fighting Back Boredom Contrary to […]

21 February 2018

Support

CRM Phone Integration: Build This Friendship for Better Calls

Today’s customer wants to be treated like the monarch of a small European nation. In the age of multichannel communications, these noble customers are coming at your support staff from the left, right, chat, email, social media, and (of course) telephone. This herculean task is even harder when all these channels act like perfect strangers […]

26 January 2018

Call Center

What to Do With the Data: Become a Better Support Team Coach

If you’re managing a customer support team, then you’re as much a coach as you are a supervisor. You make sure your representatives are in the right positions, but most importantly, that everyone is motivated to do their best work. Good coaches make their players better, but great coaches go the extra mile and continue […]

3 January 2018

Call Center

4 Quick Fixes That Reduce Call Abandonment Rates Overnight

Do you have abandonment issues? Wait. Sorry. I should probably specify what I’m asking here. Do customers abandon your phone support lines more frequently than you’d like? Okay. Good. Now that we all know we’re in the right place, let’s talk solutions. Because unlike some metrics, call abandonment rate is one number managers can influence […]

2 November 2017

Call Center

Tips and Best Practices for Managing a Call Center – Page 3

Experiencing VoIP Issues? Here’s How to Improve Call Quality Fast

On Premise vs. Cloud-Based Call Center Software: How to Make the Call

Virtual Call Center Software: Here's All You Need to Know

Phone Skills for Flawless Sales and Support Conversations

10 Essential Call Center Features in 2020

CCaaS: What
Contact Center as a Service Means For You

ACD: What Is Automatic Call Distribution?

How Much Does a Business VoIP Phone System Actually Cost?

Is VoIP a Reliable Service for Your Business?

After-Call Work: What Is It, and Why Is It Important?

Your Phone System Service Level Agreement (SLA) - What it is, why you need it...

7 Tips for a Human-Friendly IVR System

Infographic: 2018 Customer Support Strategy (Stats & Trends)

How to Structure Your Support Team (and Build a Tropical Paradise)

The Social Science That Explains Customer Service Attrition Rates

CRM Phone Integration: Build This Friendship for Better Calls

What to Do With the Data: Become a Better Support Team Coach

4 Quick Fixes That Reduce Call Abandonment Rates Overnight

Solutions

Product

Features

Resources

Company

Tips and Best Practices for Managing a Call Center – Page 3

Experiencing VoIP Issues? Here’s How to Improve Call Quality Fast

On Premise vs. Cloud-Based Call Center Software: How to Make the Call

Virtual Call Center Software: Here's All You Need to Know

Phone Skills for Flawless Sales and Support Conversations

10 Essential Call Center Features in 2020

CCaaS: WhatContact Center as a Service Means For You

ACD: What Is Automatic Call Distribution?

How Much Does a Business VoIP Phone System Actually Cost?

Is VoIP a Reliable Service for Your Business?

After-Call Work: What Is It, and Why Is It Important?

Your Phone System Service Level Agreement (SLA) - What it is, why you need it...

7 Tips for a Human-Friendly IVR System

Infographic: 2018 Customer Support Strategy (Stats & Trends)

How to Structure Your Support Team (and Build a Tropical Paradise)

The Social Science That Explains Customer Service Attrition Rates

CRM Phone Integration: Build This Friendship for Better Calls

What to Do With the Data: Become a Better Support Team Coach

4 Quick Fixes That Reduce Call Abandonment Rates Overnight

Solutions

Product

Features

Resources

Company

CCaaS: What
Contact Center as a Service Means For You