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 ride. Many firms are already implementing AI…
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 right away. Resolving a customer’s query or issue on …
Call center scripts can be an effective tool for agents to use during customer interactions. They provide agents with a structure on how to interact with customers and ensure important information is communicated consistently and accurately. Howe…
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If you know exactly what you’re doing, you can build a blog from scratch that gets over 100,000 visitors per month in less than a year. Of course, that usually requires some great conditions and a lot of things to go right. Still, even if you don…
There’s nothing worse than a spam call interrupting your day. Fortunately, there are a few easy ways to prevent them entirely. Each method is completely free and takes only a few minutes to set up. Although you may still get the occasional cold c…
With a lot of business tools, it doesn’t matter what you pick. We can’t say the same for website builders. It matters. And it matters a lot. Once you pick one, you won’t be able to easily switch to another if you decide you don’…
Call center burnout is a rampant plague across the industry, and even the best teams can fall victim to it. One day, everything seems to be fine—but then your agents gradually start underperforming and disengaging, and then your KPIs start dropping. Be…
Interactive Voice Response (IVR) menus are a quick and easy way to enhance the customer support experience that your company can offer over the phone. They allow callers to navigate through self-service menus by pressing numbers on their keypads or by …
Gone are the days when each piece of software existed in a vacuum. Thanks to APIs (Application Programming Interfaces), software now communicates between each other easily. However, businesses often buy software without considering what they truly need…
There are two ways to get a domain name–bundled with web hosting or from a dedicated domain registrar. Getting one with hosting is easier but using a domain registrar is cheaper in the long-term, better if you’re managing multiple domain na…
Shopify is the best ecommerce platform for starting a new online store. We’re not just saying that because they pay us the most–they don’t. It truly is the most comprehensive, infinitely scalable, feature-rich and user-friendly option…
Caller ID has been helping us screen calls from telemarketers, ex-partners, and overly chatty relatives since the late 1980s. Nevertheless, spam callers keep finding new ways to get around it. In fact, it’s gotten so bad that a prevailing opinion these…
When done right, good IVR routing provides your customers with a better call-in experience, improves your call center metrics, and makes your agents’ lives easier by ensuring they’re getting the callers that are best suited to their expertise. Addition…
When running a call center, it behooves you to check your CDRs (Call Detail Records) from time to time. These are not full scripts of entire conversations, but rather, a stored log of information about every phone interaction between your call ce…
