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…
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…
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…
Cloud calling—also known as telephony—might just be the best phone system set-up for your business for a long list of reasons. It’s flexible, inexpensive, and it doesn’t require a lot of equipment or technical knowledge. But cloud calling i…
Automatic call distribution (ACD) is a technology used in call centers to distribute incoming calls evenly among customer service agents. ACD helps you make sure every calling customer is connected to an agent as quickly and efficiently as possible. AC…
There are plenty of motivational call center tips out there that sound great on the surface but don’t actually do anything for your team. It’s like putting up a cheesy (and completely ignorable) poster in your office that says, “Take the next ste…
When you’re so fed up with playing phone tag that you’re finally going to do something about it, call forwarding is one of the best things you can do. With this feature activated, you can redirect calls from any landline or mobile phone to another numb…
It’s not easy to set your resume apart from your competition. Most job applicants get rejected in the first round of application screening, and only 2 to 3% of applicants receive an interview call. So what changes can you make to your resume to increas…
The most basic hosted IVR plans can cost as little as $20 per user per month. For more advanced cloud-based IVR systems, prices can go up to several hundred dollars per user per month. On-premise IVR systems involve a larger upfront investment, ranging…
Call center workflows can help you automate tasks, free up your agents’ time, stay financially lean, and ensure that customer inquiries are handled on time. However useful they may be, though, you don’t need a million workflows to get…
Sales and technical support teams are like little armies protecting a company’s reputation. Call center representatives, meanwhile, are like field commanders who answer calls, troubleshoot issues, and track all of their progress to protect the company …
