5 Best Call Center Reporting Practices Daily, weekly, monthly and yearly reports are essential components of a contact center as they are used to determine key performance indices (KPIs) and track the performance of the business. There is a raft of call center reporting tools out there but using them to diagnose and solve issues…
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5 Ways to Build Authentic Customer Relationships through SMS & Messaging With the majority of today’s consumers using mobile phones and the Millennial generation moving into the largest group of consumers, it’s essential that virtual call center software has text and messaging capabilities. Today’s consumers want the ability to both request and receive customer service…
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What is a Virtual Call Center Software & How Can it Benefit Your Company? Many businesses, call centers, and contact centers alike are enjoying the technology that allows them to work remotely, or use a third party to process their call center requirements. Whether you’re a major bank looking to outsource your in-house call center…
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Does Your Contact Center Email Customers Back Fast Enough? As we move towards multi-channel customer service call center software becoming the expectation, it may be hard for businesses to pick and choose what channels get priority. Customer support is being delivered via phone, email, social media, text messaging, live chat … the list goes on!…
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What Is A VoIP System, And Why Should You Want One? As we forge ahead into the digital future, many business and consumer services are becoming wireless and cable-free. Whether we’re talking about what consumers are watching on television, or they way they access the internet, it’s apparent that landlines and hardware are no longer…
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5 Ways Your Call Center Software System Can Attract and Keep the Millennial Customer It’s no secret that millennials represent the fastest growing demographic of people. While many businesses have been swarmed with millennials as their new workforce, we are faced with the reality that this group will soon represent the ones with the largest…
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Want the Socializing in Your Call Center to Stop? Think Again! If you’re struggling to stop the chatter happening amongst your agents you are not alone — but have you stopped to consider the fact that the socializing may actually be benefiting your call center software? Here are just a few reasons why not only…
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The 4 Major Mistakes Your BPO Call Centre Might Be Making It’s becoming more and more common for big businesses to outsource their virtual call center software and telephone customer service departments. Given the change in technology over the last decade, the shift makes sense. When you account for the Cloud, big data, and automation…
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3 Most Important Characteristics You Want In Your Call Centre Employees Working in a call center is not an easy job — they have notoriously high attrition rates for a reason. But, high turnover costs big bucks. When you account for the time spent hunting and interviewing, not to mention paid training, the expenses really…
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The 4 Benchmarks Your Call Center Monitoring System Needs to Control If you’re running a call center, you already understand how crucial your call center analytics and phone call monitoring system features are. It’s impossible to improve the quality of your service level without analyzing the numbers, and having relevant benchmarks to compare. Here are…
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