3 Call Center Software Features that Optimize the Customer Experience


Selecting the right call center software for your company can mean the difference between disgruntled customers who churn and satisfied customers who go on to become your brand’s biggest proponents. Call Tracking. Real-Time Metrics Dashboard and Call Monitoring.

Balancing Customer Satisfaction and Cost-Savings with Branch Logic Dynamic Scripting


Contact center agents are not professional actors. But nearly all contact center agents follow a script when engaging customers. Given the high turnover rate for employees at most contact centers, scripts save time and money on training. Industry regulations changed Sunday night?

How to Meet the Needs of Your Smart Customers


By that we mean that the customer has aggregated a myriad of information about your business, likely before ever interacting with one of your sales reps or call center agents. And best-in-class call center software is the tool to help your team do just that.

What is Call Wrap Up Time? 5 Ways to Reduce It in Your Contact Center


One important way to reduce these important call center metrics is by reducing the amount of work it takes to wrap up previous customer interactions so that your agents are freed up to handle the next one. What is Call Center Wrap-Up Time?

6 Things to Consider When Choosing a BPO Partner


Deciding to outsource your call center operations is a big decision. What kind of reporting and monitoring capabilities does your call center software provide? Can you monitor your incoming calls in real-time to assess the performance of your agents?

Call Center Call Recording Best Practices


Call recording is a common call center practice. Call recording can be a valuable tool, but it must be used carefully. The burden is on the call center to make it a priority to be compliant with all relevant call recording laws, rules and regulations.

25 Call Center Leaders Share the Most Effective Ways to Boost Contact Center Efficiency


Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Meet Our Panel of Contact Center Experts: .

Top sales trends to improve your business in 2019


We have seen it all, from fake bodies in the fashion industry, flat burgers to latest fail by Samsung. With advertising at the bottom of the list, and unfortunately, the industry did nothing to improve that. Social and environmental responsibility, values and standards – customers became self-aware. Proper standards may attract more profit than a product. Since they grow up with online shopping, they are used to industry standard.

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TOP 20 Call Center Metrics Managers Can’t Ignore (FREE EBOOK)


Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! Inbound call center metrics: Inbound Call Volume. First Call Resolution. Call Abandonment Rate. Missed phone calls. Call Efficiency.

Top Telemarketing Tips to Spark Your Call Center Performance

Dialer 360

Improving call center performance has always been a target of the call center supervisor and the owner. Call enter is a place where customers are calling for making a purchase or if they are looking for a solution, for the problem they are suffering with.