Which Network Powerful for VoIP: WiFi or Ethernet? First, check my post here if you’d like to know more about VoIP. As we dawn for days where we need super-fast internet speeds to support the Voice over Internet Protocol (VoIP) processes in the contact center, it’s good to understand which network offers a seamless, reliable…
Distinguishing Factors About Call Blind Transfer and Warm Transfer Service Call transfer service can be defined as the act of relocating your call to another extension (user) usually for the caller to get assistance from an expert. You can either decide to relocate the call without informing the person on another end of the line about…
Is It Right to Shift to Cloud Based PBX System? Advantages Vs. Drawbacks Private Branch Exchange (PBX) is a channel of communication which institutions use to converse with the public and within their premises privately. The system provides flawless connections within an organization’s premise. There are two types of PBX systems: the on-premise and the…
Call Forwarding For Startups, Small and Mid-Sized Businesses Every business owner knows that having call center is key in driving sales and increasing customer service experience. Business call forwarding is taking ground as small businesses try to take advantage of adroit contact center reps without straining their operating budgets. Call transfer services simply infer to…
5 Robust Capabilities of a Call Center Software While the choice of a call center software varies from industry to industry, the concept behind its use remains the same. Typically, every tool that’s made for a call center is meant to manage communications across a variety of channels including emails, social media, phones, and live…
Comprehensive Guide to Selecting the Best Workforce Management Tool for Call Centers Managing teams across departments, virtual workstations, and subsidiary enterprises is an arduous task. The best way to start managing your team is leveraging the use of work management software designed specifically for call centers. Spending time online and examining call center software reviews…
5 Ways of Designing a Call Center Scheduling Software That Works Most agent managers factor into account forecasting results and agent availability into their scheduling programs but the created modules doesn’t always bring the desired results. Where are they going wrong? What’s that tweak that’s always slipping away? After years of experience of using call…
15 Tips to Enhance Call Center Scheduling Process Businesses are struggling to meet bottom lines by churning up models that can bring the best in teams. In call centers, scheduling software is one of the most useful tools that help in emplacing agents in the right departments. The call center scheduling software also monitors customers’…
6 Incredible Ways of Using Your ACD Routing System The Automatic Call Distributor is one of the telephony tools that is used alongside CTI application systems to route and direct calls to the direct departments accurately. ACD may also be used together with IVR and customer relationship (CRM) systems as well as other call tracking…
6 Intriguing Features of a Call Management Software (CMS) A call management software is one of the most important tools in a call center. Having the best of the best CMS software guarantees your business smooth and flawless communications both within and outside the business. After doing a thorough analysis of the existing contact center…