Shoulder-to-Shoulder Comparison: SaaS Deployments VS On-Premise Installations For those who are laying the groundwork for establishing a communication system for their SMBs and enterprises, the question is always whether the call center SaaS option is ideal than the on-premise option. Each scheme has its own ups and downs but generally speaking, cloud call center proffers…
Moving from Traditional to Hosted Phone Frameworks – the Gains It’s a not a debate anymore. Cloud based phone system for small businesses is the real deal. Over the past decades, big enterprises have dominated markets and overshadowed startups and SMBs, but with the cloud, everyone has a leverage when it comes down to grasping…
5 Tips for Using Your Voicemail System Without Being Intrusive We all know the feeling that comes after seeing that almost a third of our voicemail messages are random telemarketing copies. Consumers are tired of telemarketing voicemails especially the ‘ringless’ ones. So the big question is how you can reach out to the broad client…
Working Your Way Out to Success: Call Monitoring and Quality Assurance in Call Centers Often than not, companies run expensive call monitoring and quality assurance strategies and programs, but the results are usually undesirable. The question is, what are those call center quality monitoring best practices? What should you do different and make the quality…
Managing Outbound Calls by Utilizing Auto Dialer Software Ostensibly, contact center managers have gazed too much of their attention on strategies that help in providing the best experience for inbound leads. What about those leads we need to follow up for conversion? What about those loyal customers we need to tell them about offers specialized…
ACD as an Avant-Garde Technology System in Call Centers Computer telephony technologies are continually evolving, and PBX (Private Branch Exchange) is as old as the emergence of first business phones. The prime function of PBX is to connect business services to the outside world. PBX is an electronic switch that accepts, holds and forwards calls.…
Veering Away from the Norm: Cloud Phone Systems Are you stuck in the weeds trying to come up with something that can help your business penetrate the crowded marketplace? Have you thought of a cloud phone system in your call center? And what about your prospects? Piercing through today’s highly competitive marketplace means developing your…
Warm Transfer Vs Cold Transfer: What You Should Know It’s an open secret, that to be helpful and successful, call centers should take into consideration the level of customers’ satisfaction, which often depends directly on the call quality. But when your business is facing a high call volume, the average answer time can get worse,…
Getting in Touch With Thousands of Clients Through Voice Broadcasting Since AI made entry to customer service industry, it has brought some vibrancy to the industry, yet most consumers are wary of chatting with bots. As call centers focus on cutting costs by introducing robocalls in place of human reps, the challenge is what customers…
Help Desks as Social Places Whether your call center is built on a transactional or technical foundation, the goal is always to optimize all processes to shore up client experience. The robustness of the call center software powering these call center systems determines the ability of agents to track and resolve query tickets promptly. Social…