Inbound Call Center

Jun 12, 2020

3 Call Center KPI That Refine Your Customer’s Experience

Posted In: Agent Efficiency, Cloud Call Center Software Author: Marie Christenson

Customer service plays a key role in a company’s growth and development. Although each industry and organization has its own way of reaching their goals, there are numerous Key Performance Indicators (KPI) that can help refine the customer experience. Today, we’re going to take a look at common issues that plague customer service calls and […]

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Jun 03, 2020

Call Center Technology to Keep Your Customers and Business Safe

Posted In: Cloud Call Center Software, COVID-19, Privacy & Data Security Author: Bryce Payne

Times Have Changed As times change, everyone’s lives and expectations of what’s “normal” shift accordingly. Where many people have recently needed to work from home due to COVID-19, several new challenges have surfaced for individuals and organizations. For call centers, accommodating home-based agents has been a learning process. One main concern that has arisen is […]

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Business Intelligence (BI)

May 28, 2020

The True Power of Having a Cloud Call Center Software

Posted In: Cloud Call Center Software Author: Marie Christenson

Call center work comes with a variety of challenges that require tact, flexibility, and sufficient resources. When examining the true power of a cloud-based system, there are a great deal of capabilities. Keep your organization in mind and see why the Cloud is a good fit for your call center. Set Up Your call center […]

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Inbound Call Center Agent

Apr 28, 2020

Inbound Call Center Agent 101: What Makes a Great Agent?

Posted In: Agent Efficiency, Cloud Call Center Software, Inbound, Strategy Author: TCN

It’s enough to make any veteran inbound call center manager despair. Managers probably try hard not to think about it. Because obsessing on it might keep them from serving who’s left. But it’s still a problem. And the truth is, it doesn’t have to be this way. We’re talking about the unparalleled high agent turnover […]

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Feb 27, 2020

5 Surprising Call Center Technologies to Stop Call Blocking Limbo

Posted In: Call Blocking & Labeling, Cloud Call Center Software, Strategy Author: TCN

Call centers everywhere are on high alert after President Trump signed The TRACED Act into law at the end of 2019. TRACED gives telecom companies the authority to provide cellular customers with a spoofed number alert, a de facto call block action through STIR/SHAKEN technology. Also, Google recently announced all of its Pixel phones will […]

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call center software

Feb 06, 2020

Call Center Software Integrations with Third-party Applications

Posted In: ACD, Cloud Call Center Software Author: Nathan Campbell

Changing to a new call center software doesn’t mean you have to start over from scratch. In fact, many current solutions can work with your existing customer service tech tool-belt. When you find the right integrations, it lets you maximize investments without the constant need for any IT support.  Some Integration Essentials A powerful call […]

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Call center software

Jan 31, 2020

Cloud-based Call Center Software That Reduces Overhead

Posted In: Business Intelligence, Cloud Call Center Software Author: Nathan Campbell

Running and maintaining a call center is a monumental task. Explosive growth in consumer technology mandates the creation and utilization of a superior call center software platform that fully satisfies customers, business owners, and call center agents. This type of state-of-the-art contact center is modern and sophisticated enough to not only keep up with the […]

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Coud Contact Center Solution Achieve Goals image

Jan 17, 2020

Cloud Contact Center Solutions: Meeting Your New Year’s Goals

Posted In: Cloud Call Center Software, Strategy Author: TCN

New year, new possibilities, new goals. It all seems so hopeful and exciting until you realize hitting those targets means some big changes. Between monitoring and reviewing employee performance, managing call lists and teams and all the back-end IT which goes into a call or contact center, directors and managers rarely have any free time. […]

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image of outbound call center software

Jan 09, 2020

The Do’s and Don’ts of Outbound Call Center Software

Posted In: Cloud Call Center Software, Outbound Author: TCN

From customer support, generating sales, and encouraging survey completion to general call campaigns, outbound call center software is a game-changer for businesses of every stripe. That’s only if managers and agents use it correctly, however. In the words of Peter Parker’s uncle, “With great power comes great responsibility.” That’s certainly true about making outbound calls, […]

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call center software female agent

Call Center Software: Unlocking Net Promoter Score Gains

Posted In: Cloud Call Center Software, Strategy Author: TCN

Call center software generates easy-to-asses Net promoter scores (NPS) – one of the most popular customer satisfaction surveys used across all businesses in all industries. It’s popularity is easily explained: Companies with the highest NPS scores can receive up to 24% of their revenue from expansion compared to companies with the lowest NPS scores, and […]

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