Spearline

Real-time contact center WebRTC monitoring; smoothing the pathway to digital transformation

Spearline

Digital transformation (DX) is redrawing the entire contact center map. One of the most disruptive DX trends is the shift to a seamless omnichannel customer experience (CX).

Contact Center Success = great Customer Experiences (CX): Here’s how to boost your CX rep

Spearline

Today’s customers are connected customers, they expect personalized, seamless, omnichannel engagement and they are willing to pay a premium for it. Building an ecology of CX excellence takes some effort but you’ll be glad you put the work in.

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UpRTC has eyes on your WebRTC Infrastructure 24/7

Spearline

Do you ever find yourself up all night worrying about how your infrastructure is keeping pace with your requirements and your SLAs? Do you toss and turn, stressing about whether your webRTC application is working globally just where you need it?

The Spearline network is now available in 80 countries

Spearline

Welcome The Dominican Republic, Ghana, Guatemala & Côte d’Ivoire to the Spearline network!

How Mature Are Your Digital Experiences? A Step-by-Step Guide to Improved CX

Read about Verint’s Digital Maturity Model, where we share real tactics and strategies to improve CX, based on what has worked for our clients around the world.

The Benefits of Diversity and Recruitment

Spearline

Over the last number of years DEI has been the feature of many blogs, articles and white papers. But how does this actually impact how we attract, hire and retain employees? In this blog I will set out to explain what this is and how it impacts our hiring here at Spearline.

IVR testing, the vanguard in automated call quality issue resolution

Spearline

What is it and how do you test it? Interactive voice response, or IVR, is an automated enterprise telephony system that uses pre-recorded messages and/or text-to-speech technology to interact with a combination of voice telephone inputs and touch-tone keypad selection.

Build WebRTC Media Muscle

Spearline

Watch for the swerve. Real-time WebRTC communication has become the controlling force in communications technology and yet, somewhat ironically, there are still many WebRTC variables beyond our control.

5 ways contact centers can reduce customer churn

Spearline

According to Forrester , it costs 5 times more to acquire new customers than it does to keep an existing one. Customer churn is a fact of life for almost every organization around the world.

The Beginner’s Guide to Voice Quality Testing

Spearline

An introduction to Voice Quality Testing We’ve all experienced a phone call where the voice quality makes it almost impossible to hold a conversation. Sorry, what was that?’, ‘Can you repeat that?’…

5 Elements for Building a World-Class Agent Coaching Program

Speaker: Francoise Tourniaire - Founder of FT Works and Omid Razavi - Chief Advocacy Officer at SupportLogic

In this presentation, we will discuss the five elements of building a real-time coaching program using AI-infused workflows that will allow managers and agents to continuously engage and drive more constructive dialogue, resulting in reduced agent burnout and increased employee satisfaction and retention.

Bring visibility to WebRTC applications using monitoring – On-demand Webinar

Spearline

For the full live experience click here. Bring visibility to WebRTC applications using monitoring Watch a replay of our live webinar from Wednesday June 15 hosted by Tsahi Levent-Levi, Head of Product at testRTC , author of Bloggeek.me

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Testing times: testingRTC is the smart, synchronized, real-world scenario WebRTC testing solution for the times we live in.

Spearline

If the recent seismic shift to WebRTC has taught us anything, it is this, WebRTC is tricky. Many view WebRTC as the new solution to all of our existing real-time communication problems. In fact, WebRTC isn’t really a solution, it’s a technology.

Cloud PBX Voice Quality Test Explained

Spearline

Are you running your business phone system in the cloud? The reliance on cloud-based team collaboration software has grown rapidly with many enterprises using these applications to keep dispersed teams connected. But how do you measure the audio quality on these connections?

How to Scale your WebRTC Application with WebRTC Performance Testing

Spearline

WebRTC doesn’t scale, right? Built as a peer-to-peer communications protocol, it’s true that traditional WebRTC did not lend itself easily to scalability practices. But that was then, this is now.

Top Industry Secrets for Successful Contact Center Scripting

Speaker: Colin Taylor, CEO & Chief Chaos Officer at The Taylor Reach Group, Inc

Scripts have been around as long as contact centers. Scripts attempt to set out an ‘ideal’ path to success on the call, whether that's a sale, a resolved inquiry, or a closed case. While some scripting attempts have failed, AI and Agent Assist technologies can help.

On-demand Webinar: Successful deployment of WebRTC applications

Spearline

For the full webinar experience click here Successful deployment of WebRTC applications Watch a replay of our live webinar from Wednesday May 11 hosted by Tsahi Levent-Levi, Head of Product at testRTC , author of Bloggeek.me

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The importance of WebRTC monitoring for enterprises

Spearline

The importance of WebRTC monitoring for enterprises Web Real Time Communications (WebRTC) is transforming the way we communicate online. Fuelled, in part, by the remote communication needs of the Covid-19 pandemic, use of WebRTC solutions has grown significantly in the last few years.

testRTC – Testing, monitoring and support

Spearline

See why testRTC , is the world’s most powerful WebRTC testing and monitoring platform, for companies serious about WebRTC! WebRTC is an important focus for us today and how Spearline plans to future proof communications for our customers.

Contact Center Technology Trends 2022

Spearline

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers.

Winning Solutions to Keep Contact Center Agents Engaged

Speaker: Adam Saad - Founder & CEO, Tech Stack Advising

In order to keep agents both satisfied and engaged, we must develop a plan that both mitigates these concerns with current agents and halts any potential issues that may arise with new hires. These plans must also take into account the different environments and locations your agents may be working in.

Meet Spearline at Customer Contact Week 2022!

Spearline

We are excited to let you know that Spearline will be exhibiting at this year’s Customer Contact Week (CCW) in Caesars Forum, Las Vegas, from June 20 – 23, 2022, and we can’t wait to talk to as many of you as possible at the Spearline booth.

New from Spearline! IVR systems testing

Spearline

[link] Customers don’t like waiting on hold, being directed to the wrong line or getting cut off. With IVR systems in place, it can be hard to know if your customers are experiencing these problems.

Don’t make these common outbound dialing mistakes

Spearline

There are a number of reasons outbound call campaigns are important to contact centers. Telemarketing/sales calls, customer service callbacks, marketing research or surveys are just a few of the types of outbound calls.

Enhanced customer experience through detailed WebRTC insights

Spearline

By utilizing WebRTC in your application you kept your customers happy by eliminating the need for them to download anything. Everything works in their web browser enabling them to use features such as video and chat quickly and easily.

How to Inspire and Empower Contact Center Agents Through Collaborative Coaching

Speaker: Kate Nasser, The People Skills Coach™

Collaborative coaching truly guides agents to connect authentically to customers better each time. Join Kate Nasser, The People Skills Coach™ & Author of Leading Morale to understand how call center agents get the most out of collaborative coaching.

Spearline Podcast Episode 18: Telecoms – Then and now with Ola Budak

Spearline

The Spearline Podcast Spearline Podcast Ep. 18 : Telecoms – Then and now with Ola Budak 35:57 Spearline Podcast Ep. 18 : Telecoms – Then and now with Ola Budak 35:57 30 30 1x Subscribe Listen and subscribe on your favorite app.

Benefits of phone number testing

Spearline

Phone number testing is arguably one of the most important aspects to ensure an excellent customer experience. No matter what business you operate, your phone numbers are one of your most important assets. Studies show that phone calls are the most used channel for customer service.

MS Teams Voice Quality Test Explained

Spearline

Are you running your business phone system in the cloud? The reliance on cloud-based team collaboration software has grown rapidly with many enterprises using these applications to keep dispersed teams connected. But how do you measure the audio quality on these connections?

Bosnia and Herzegovina joins the Spearline mobile network 

Spearline

Welcome Bosnia and Herzegovina to Spearline! We are delighted to let you know that you can now test your numbers in Bosnia and Herzegovina across the country’s two major mobile networks – BH Telecom and M-Tel.

Sustaining Employee Engagement in the Contact Center

Speaker: Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC

Join Paul Ellis, Contact Center SME & Business Consultant for One You Love Homecare LLC, for best practices and leadership strategies to fortify an economy of compassion and genuine empathy in the contact center.

Spearline Podcast Episode 19: Proactively managing your customer experience with Stamatios Papadatos

Spearline

In this episode Mike and Kees are delighted to be joined by Stamatios Papadatos from ATOS. Stamatios is a Sr IT Leader Architect from Atos. we chat to him and get his insights into proactively managing your customer experience and much more.

Spearline announce acquisition of leading WebRTC testing provider, testRTC

Spearline

Peru, Kenya, Nigeria and Ecuador joins the Spearline mobile network 

Spearline

Welcome Peru, Ecuador, Kenya and Nigeria to Spearline! We are delighted to let you know that you can now test your mobile numbers in Peru, Kenya, Ecuador and Nigeria across the countries major mobile networks.

Loud and clear: The importance of IVR testing and monitoring tools

Spearline

At Spearline, we recognize that Interactive Voice Response, or IVR systems are an important point of contact between you and your customers and carry the weight of your brand message.

CCO + CMO: The Unstoppable Duo of Business Growth

Speaker: Rachel Orston, CCO of SmartRecruiters & Latane Conant, CMO of 6Sense

Join Higher Logic and two leading executives, Latane Conant, CMO at 6Sense, and Rachel Orston, CCO at SmartRecruiters, to get a firsthand look at how marketing and customer success teams can effectively partner to enhance CX and drive growth.

New Voice Assure Realtime add-on: Alternative Route Selection

Spearline

Clear and concise communication is the key to success – lowering the risk of misunderstanding and the likelihood of conflict.

Moving to the cloud – Call centre tech migrations

Spearline

Analysts predict that cloud-hosted Contact Center as a Service (CCaaS) will become the dominant adoption model, exceeding 50% in 2022. In fact, estimates indicate that 57% have already migrated their CRM systems to the cloud, or are in process of doing so today.

The beginner’s guide to VoIP voice quality testing

Spearline

What is VoIP? Voice over Internet Protocol (VoIP) in basic terms, refers to voice being compressed and then sent over the internet to a receiver on the other end and decompressed back into audible voice. There are many benefits to utilizing VoIP instead of a traditional phone line.

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Meet Spearline at Enterprise Connect 2022!

Spearline

We are excited to let you know that Spearline will be exhibiting at this year’s Enterprise Connect event in Orlando, Florida, from March 21st to 24th 2022, and we can’t wait to talk to as many of you as possible at booth #1205.

Customer Service De-Escalation Techniques

Nobelbiz Guide: Customer Service De-Escalation Techniques