The Only KPI That Matters: First Call Resolution. Here’s Why
There’s a ton of different call center metrics out there, but there’s just one that you absolutely need to nail: first call resolution. Nothing kills customer loyalty more than not getting solutions...
View Article7 Contact Center Trends That’ll Change How You Operate
2024 will be an interesting year for call centers. In particular, although providing top-notch user experiences will still be high on everyone’s priority list, service agents themselves may be in for a...
View ArticleHosted IVR: Is It Really What Your Customers Want?
Customers have grown accustomed to the perks, flexibility, and convenience of cloud computing-hosted platforms. In customer service terms, these include personalized interactions, 24/7 access,...
View ArticleCall Center Outsourcing Costs: How Much Is It REALLY?
For most business owners, the main reason why they would outsource their call center services is that it’s usually the least expensive option. Be that as it may, there are several factors that go into...
View ArticleHow to Safely Set Up Your Own Wake Up Call Service
Imagine the convenience of a hotel concierge, but with a recording that you can customize. That’s the draw of an at-home wake-up call service—which is far more affordable than booking a hotel room just...
View ArticleThe Best Way to Get Call Transcriptions (+5 Alternatives)
If you’re looking for a robust tool that transcribes your calls in real-time, integrates with the most popular meeting platforms, and can even attend meetings in your place, Otter.ai is for you. In...
View ArticleAre Local Calls Still a Thing? Not Really
A local call is one that is placed and received within the same zip code—or technically within the same switching center. Below, we’ll break down what a local call is, how it differs from a long...
View ArticleBusiness Continuity–8 Steps to Future-Proof Your Call Center
You want your call center to be prepared to tackle any challenge and come out safely on the other side. While many may brush over their business continuity plans and adopt a so-called “agile” approach...
View Article12 IVR Call Flows You Can Steal (and Use) in Your Call Center
Setting up a good IVR (interactive voice response) call flow can pay dividends for your business because it can keep more customers on the line and route more of them to the exact resources they need...
View Article9 Cold Calling Tips To Increase Your Sales This Week
If you work in an outbound call center, you know how important it is to hone your skills and keep outperforming the competition. At the same time, you also know not to waste time with useless gimmicks...
View ArticleA Visual IVR Can Do This One Thing That Regular IVR Can’t
Visual IVRs (Interactive Voice Response) combine traditional IVR technology with visual elements such as images, videos, and menus that make for a fast, user-friendly experience. In call centers where...
View ArticleIntelligent IVR: What it Can (and Can’t) Do…Yet
Electronic voices have been destined to answer phone calls ever since Bell Labs invented the Voder machine at the tail-end of the 1930s. These days, everybody and their mother has been greeted by an...
View ArticleSteal These Free Call Center Job Description Templates
Recruiting and hiring call center employees can be a pain, but it doesn’t have to be so bad. For example, depending on the roles you’re looking to hire, you may not even have to write a job...
View Article10 Signs to Know You’re Ready for Cloud IVR (+How to Use It)
A cloud IVR (interactive voice response) system is a call center solution that combines automated voice prompts with integrated features like payment systems and access to live agents. As cloud...
View ArticleWhat Your Average Call Duration Says About Your Team
Data makes the world go round, but without proper context, it can only tell a small part of the story. At a call center, for example, the average time that agents spend on calls tells you very little...
View ArticleCall Blocking Done Right (The First Time)
If you’re getting unwanted calls from people and numbers you don’t recognize or wish to hear from, call blocking is the answer you’ve been waiting for. Whether it’s relentless spam, overzealous agents,...
View ArticleHow to Automate Your Personal Reputation Management
In today’s digital world, information spreads like wildfire. That includes information about you. What people read about you online—whether accurate or not—impacts your reputation and potentially all...
View ArticleWho Should Use Reputation Management (+Getting Started)
Reputation management involves monitoring and influencing your reputation with the goal of both protecting and enhancing it. Given that negative press can spread quickly through news, social media, and...
View ArticleShould You White Label Reputation Management? It Depends
White label reputation management involves offering reputation management services under the name of another agency. An example would be a digital marketing agency that doesn’t specialize in reputation...
View Article7 Essentials to Reputation Management for Celebrities
Reputation management helps improve a public figure’s brand, gain better control over what information circulates about the figure in question, and repair damage caused by negative news pieces. It’s...
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