In the fast-paced modern call center, agents don’t have time to look up a phone number, read information about a lead, and manually dial each digit. It’s time to say goodbye to call center agents spending precious time personally dialing calls — only to have every third attempt result with someone answering the phone. In […]

The American economy has been doing well recently, with the household debt to GDP ratio steadily declining over the past few years. As consumers clear up their debt – or have the confidence to take on new debt – contact centers have never seen a better time to ramp up productivity; less debt means more […]

Manual dialing used to be the standard. Salespeople, managers, and call center reps would break out their list of phone numbers and dial them one digit at a time, wait for someone to answer, and move on to the next phone number. This process would be repeated ad infinitum. That all changed when predictive dialers […]

TCPA compliance remains a hot topic in 2018 for several reasons. Law360 which covers a number of legal issues, identifies one of them: It reports that “TCPA lawsuits remained one of the most-filed types of class actions” in 2017. The U.S. Chamber Institute for Legal Reform’s study echoes Law360, albeit more strongly. The organization calls […]

The previous post discussed how business intelligence helps executives and managers build better-functioning businesses and stronger communications with customers. This post examines functions of the cloud based call center, specifically, predictive dialer software. By employing the feature and complementing it with business intelligence, organizations can reach more customers and take steps toward better TCPA compliance. […]

With the electoral season in full swing, people hesitate to answer a call from an unknown number. Will they be asked for an opinion? Prompted to take a survey? Solicited for a donation? This is just one of many scenarios that consumers take to the Federal Communications Commission (FCC) and the umbrella of the Telephone […]

When the Telephone Consumer Protection Act (TCPA) was passed in 1991, the goal was to protect consumers’ landlines from repeat calls from telemarketers and automated systems. Landlines have more or less gone extinct over the course of the past two decades, requiring the Federal Communications Commission (FCC) to update the TCPA accordingly. As calling technology […]

Every organization wants to ensure that it’s running as efficiently as possible, and call centers are no exception. Cloud-based call center software can help businesses overcome challenges that the industry has struggled with since its inception.