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Not that long ago, long distance calling was expensive. Per-minute fees and other hidden charges could quickly rack up anyone’s phone bill, businesses included. Long distance calling in the past meant an actual person had to connect physical wires that allowed you to talk to the person on the other . . . Read more
Automating processes often means humans no longer have to do them. It sounds great for businesses but bad for workers. To many, that word sounds like they’re about to lose their job. Call center agents, however, are always in high demand. Automation to them means eliminating the worst parts of . . . Read more
SIP vs VoIP is a common question, but it’s not going to help you during the buying process. Voice over Internet Protocol (VoIP) is a general term for technology that facilitates voice calls over the internet. It works by converting audio signals into data packets, then converting those packets back . . . Read more
There are so many new communication technologies available that it’s easy to get overwhelmed by all the acronyms. Fortunately, most current-day purchasing decisions boil down to choosing between two key technologies: UCaaS vs VoIP. UCaaS (unified communications as a service) combines multiple communication channels into a single platform. Within it, . . . Read more
Caller ID is the name and number displayed when you receive a call. Your caller ID shows up when you call someone else. There’s an important distinction, though — numbers you’ve saved in your contacts aren’t the same. We’re strictly talking about what appears when an unknown number calls you . . . Read more
Consistent, high-quality customer service is a key element of a high-performing call center. The best way to ensure this is through call center quality monitoring. With it, you’ll gain insights into agent performance and improvement opportunities, thus helping you work toward a higher-quality bar overall. Types of call center quality . . . Read more
Contact center workforce optimization has two pillars: workforce management (WFM) and quality management (QM). WFM consists of forecasting, scheduling, and balancing workloads to ensure you have the right people in the right seats at any given time. QM means monitoring, analyzing, and improving agent performance. Without both, you’ll struggle to . . . Read more
Customers want to be able to reach you on their terms, preferably as fast as possible. Improving the contact center experience gets you closer to meeting that expectation. Making it easy for customers to find what they need isn’t as complicated as it sounds. There’s no mystery or strange arcane . . . Read more
You’ve probably heard the phrase “seamless integration” if you’ve looked into buying business software. Vendors like to paint a pretty picture of contact center integration: just download, point, click, and voila. In reality, it’s not that simple. The one-click integration promise Integrating CRM data into your contact center platform isn’t . . . Read more
A contact center enables customer service or sales teams to handle everything from gathering leads and closing deals to resolving technical issues, customer complaints, and general inquiries. Sales contact centers take calls from interested prospects and actively reach out to cold leads. Their job is to generate leads and turn . . . Read more