Spearline

Spearline announce acquisition of leading WebRTC testing provider, testRTC

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8 ways to optimize your customers’ experience on your voice channel.

Spearline

According to a recent Qualtrics XM Institute study in the US, . Businesses globally stand to lose $4.7 trillion in consumer spending, due to poor customer experiences.

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Talk to me: UC, UCaaS, CPaaS, CCaaS

Spearline

Like many things linked to technology, the communications landscape is constantly evolving. Once upon a time, the major modes of communication were generally bundled into a state institution. The “PTT” generally provided postal, telegraph, and telephone services.

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How Latency is affecting YOUR customers

Spearline

We live in an age of instant gratification. There is a constant 24/7/365 endless open demand for fast data and information. Instant, straightforward communication is a massive want, and need, especially for the customer. Your webpage should load instantly with all of its assets and graphics.

Your Guide to Using Conversational Marketing to Drive Demand Generation

What is conversational marketing really about? This guide will examine the market forces at play, shifting buyer trends, how to leverage conversation marketing, and the tactics involved in adopting it for a B2B demand generation strategy.

Cloud-PBX challenges – How can providers stand out in a competitive market?

Spearline

The rise of cloud-PBX There are many benefits of cloud-PBX for business customers. Benefits include flexibility and cost-savings. They also include a lack of hardware maintenance, and increased geographic reach.

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The reliance on CLI and caller ID for advanced call handling.

Spearline

Caller ID in the contact centre If calls go straight to your center, or if your agents contact customers across international networks, accurate presentation of CLI (calling line identification) is essential. What happens when your customer calls you, but there is no call-back number?

How to reduce latency and improve VoIP calls.

Spearline

How to reduce latency and improve VoIP calls. Latency is a well-known contributor of poor quality VoIP calls. As VoIP calls are real-time, even the slightest delay is noticeable.

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The benefits of cloud-PBX

Spearline

It’s no surprise to hear that cloud-based PBX phone systems have become increasingly popular. The flexibility to add users and features to a powerful phone system is particularly appealing to businesses around the globe.

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Standard Conference Test – Spearline Tests Explained

Spearline

Our explainer video explains what the standard conference test is and how Spearline can help you identify issues on your conferences before your customers do.

Developing Agent Empathy Through Emotional Intelligence

Speaker: Dave Seaton CCXP, Founder & Principal at Seaton CX

Practicing empathy is a foundation of good customer service and improves customer satisfaction. How do contact center leaders assess, manage, and coach agents to show empathy? Take away exercises and job aids to improve empathy skills starting today.

AI adoption in contact centers – virtual agents

Spearline

AI adoption in contact centers – virtual agents The voice-bot is emerging as an attractive conversational-user-interface which offers accessible and comfortable user interaction.

Will cognitive networks support better call quality in the future?

Spearline

The increasing complexity of networking environments Network managers face the challenge of managing call quality in increasingly complex networking environments.

Making Better Connections

Spearline

People like to talk. Connecting with people is vital for all businesses. Phone networks are vast and tangled. They spread out around the world and are built upon old and new technologies alike. It’s easy to assume that latency, crackle and echo are normal for international calls.

The Best Industry Ideas for Customer Service Over the Phone

Spearline

Excellent customer service is a core component for a business to run successfully. Your agents are your first point of contact for your customers, so first impressions must always be to the best standard. Recently Spearline CTO Matt Lawlor took part in a survey for Call Center Helper.

Driving Business Value with Contact Center and UC Integration

With the growth of hybrid work models and work from home, one thing is more important than ever: integration. But, how are companies leveraging it - both technically and operationally? In this whitepaper, you’ll get in-depth insight into how companies are utilizing integrated platforms in their day-to-day operations, and which success metrics they are measuring. Download your copy now to discover how companies are future-proofing their contact centers as they adapt to remote and hybrid workforces.

The benefits of conference testing

Spearline

Virtual meetings have been the mainstay for many businesses for quite some time, but since early 2020 the demand for virtual meetings has expanded significantly. Not only are businesses doing more virtual communications than ever, social events have moved online too.

Spearline Spotlight: An interview with Mike Palmer

Spearline

In a recent UCToday interview , Spearline’s CMO, Mike Palmer, states that good quality sound will create a better environment for employees.

Visit Spearline (virtually!) at ITW 2021

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Pop by our virtual exhibition booth to talk with our experts. We are excited to let you know that Spearline is a virtual exhibitor at this year’s ITW event.

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Spearline enhances Cyprus, Latvia and Malaysia cover, adding mobile to its fixed-line support.

Spearline

Welcome Cyprus, Latvia and Malaysia to Spearline mobile testing! Here at Spearline, our main goal is to replicate your customers’ call experience with your organization. We are always working to ensure it is of the best quality.

LinkedIn + ZoomInfo Recruiter: Better Data for Better Candidates

Check out our latest ebook for a guide to the in-depth, wide-ranging candidate and company data offered by ZoomInfo Recruiter — and make your next round of candidate searches faster, more efficient, and ultimately more successful.

Spearline Spotlight: an interview with Dan Hayes

Spearline

During the recent episode of the Spearline podcast, I spoke with Spearline’s Chief Customer Engagement Officer, Dan Hayes, about his role in the company and his experiences working with customers.

Leveraging voice technology

Spearline

Voice technology is changing the way humans engage with and interact with systems and processes. Businesses are rapidly getting on-board to gain competitive advantage but how to voice-bots perform where a phone call is not exactly high-quality?

How do VoIP codecs affect your business?

Spearline

Voice over Internet Protocol (VoIP) is an efficient and cost-effective solution which allows individuals to make calls over an internet connection. It is a flexible system that converts your data, voice or video into digital signals.

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Spearline Podcast Episode 17: Talking fraud on telecoms networks with Andy Gent

Spearline

In this episode of the Spearline podcast Josh and Kees are delighted to be joined by Andy Gent, CEO of Revector to talk about fraud on telecoms networks. Andy has been in the telecoms industry for over 20 years and set up Revector to combat SIM Box fraud against mobile network operators in 2001.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

What is DTMF?

Spearline

What is: DTMF? DTMF stands for dual-tone multi-frequency. It is the telecommunications signalling system most commonly referred to as “touch tone”. It was introduced to the world on 18 November 1963 by Bell Systems in the US. Older rotary dial / pulse dial phones were quickly replaced as a result.

How can Jitter frustrate your customers?

Spearline

These days, most telecommunications traffic is routed through a packet-switching network, and it is frequently routed over the public internet. For example, speech data is converted into packets for call participants and routed ‘towards’ a receiver.

Ensure your global contact numbers are working with Spearline

Spearline

It’s a safe bet that your company’s global contact numbers are operational, and why shouldn’t they be? Companies all across the world think that their worldwide contact lines are always functioning and that there is never a problem.

Is your call center equipped for Black Friday?

Spearline

With Black Friday imminent, call centers need to prepare for the inevitable spike in traffic. If you manage a contact center, there are simple steps to follow to equip your agents. According to Adobe Analytics data , Black Friday hit a new record in 2020, with consumers spending $9.0 billion, increasing 21.6% year over year. This made Black Friday 2020 the second-largest online spending day in history in the United States, behind 2019’s Cyber Monday.

A Recruiter’s Guide To Hiring In 2021

With vaccination rates rising, consumers spending more money, and people returning to offices, the job market is going through a period of unprecedented adjustment. As the New York Times observed, “It’s a weird moment for the American economy.” And recruiting professionals are caught in the middle. To make the most of this disruption, you need to understand the economic drivers, develop a strong strategy for unearthing valuable talent, and use the latest tech tools to get the job done. Read this guide to get your recruiting practice ready to thrive in the new normal.

Why the world’s leading brands are prioritizing in-country number testing?

Spearline

What is in-country number testing? In-country number testing replicates your customers’ experience when dialing toll and toll-free (also known as freephone) numbers and flags problems immediately.

Customer Insight – Luke Genoyer Global Call Forwarding

Spearline

See what our customers are saying about us. Customer Insight – Luke Genoyer Global Call Forwarding About Us Spearline provides quality assurance tools for business communication services, allowing you to proactively manage your inbound and outbound voice, SMS and Fax services.

Spearline Podcast Episode 16: Are audio quality issues keeping you in the dark? with Dan Hayes

Spearline

In this episode of the Spearline Podcast, Josh & Kees speak with Spearline Chief Customer Engagement Officer Dan Hayes. They discussed the issues customers face, the impact it can have on the customer experience, and what Spearline can do to help our customers.

Why do businesses need to implement proactive monitoring?

Spearline

Poor audio quality can impact customer service. Like many businesses, you may depend on international inbound telephone services for your contact center or on outbound calling to drive new sales.

Remote Agents and Digital Transformation

Remote agents are the new reality. Happier agents mean a better customer experience and improved CSAT/NPS scores. This new normal brings new challenges for contact centers. Find out what you need to do for your organization to excel. This eBook includes checklists for developing agent empathy and business continuity plans.

An interview with Global Call Forwarding

Spearline

Global Call Forwarding (GCF) was launched in 2007 with the goal of becoming an exclusive outlet for toll-free and local numbers. Founded in 1996, GCF’s parent company, United World Telecom (UWT), originally operated as a callback service provider.

Why do businesses need to implement proactive monitoring?

Spearline

Poor audio quality can impact customer service. Like many businesses, you may depend on international inbound telephone services for your contact center or on outbound calling to drive new sales.

Improving Your Contact Centre QA

Spearline

Call Center Quality Assurance (QA) is an important part of any call center as it allows a business to identify and solve customer issues. QA is important in the quest of acquiring new customers but also helpful with reducing churn.

Analyzing the future Contact Centers

Spearline

“Although the modern contact center extends to email, chat windows, and social media, the voice continues to be the foundation for customer interactions”, Elliot Mulley-Goodbarne, Technology Journalist for UCToday*, reports in his latest article.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.