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Differences in Inbound & Outbound Customer Service in 2023 (Updated)
What does a transformational inbound customer service strategy look like and how does it differ from an outbound strategy?
4 Ways To Combine AI and the Agent Experience to Boost Morale
Customer service is a tough industry, and the contact center industry in particular is notorious for employee burnout. It’s been well documented in formal workplace studies that customer service representatives are subject to a high amount of stress, which can be...
Should You Outsource Your Call Center Services?
With the advancement of cutting-edge call center technologies, customers expect top-notch support. Across the globe, 96% of consumers say customer service is an important factor in their choice of loyalty to a brand. To meet these rising expectations, companies are investing in their customer support strategies by improving their own internal call centers or outsourcing their call center services.
Customer Sentiment: How to Gauge Using Call Recording Software
Understanding your customer sentiment and client needs and behaviors is crucial for companies that wish to grow their businesses. Getting feedback from customers can help companies make better business decisions. At times it can be difficult to track customer...
Call Center Service Providers: How To Find The Right Outsource Partner
Call center service providers offer services such as 24/7 support, multilingual agents, omnichannel capabilities, and lead generation.
Cloud-based CRM: O’ the Workflow Possibilities!
A cloud CRM is a customer relationship management tool that’s used to provide a satisfactory customer experience.
Long Code vs Short Code: A Guide to Text Messaging
Comparing the advantages of long code vs. short code messages? We’ve got you covered with this explainer, which breaks down the pros and cons of each SMS medium.
What is Contact Center as a Service (CCaaS)? Your 2 Minute Guide
CCaaS stands for Contact Center as a Service and is a cloud-based service that integrates software for the contact center. This is in place of on-premise services and is a great option for modern-day contact centers looking to scale up operations.
5 Customer Service Platform Features You May be Missing
A customer service platform allows call center agents to communicate with customers, store customer data, provide business intelligence, and give customers quality support.
Contact Center Compliance Tools Overview
Compliance tools within the contact center include features such as contact attempt control and consent management that prevent call centers from breaking federal regulations.
The 3 Call Center Dialers that Define the Industry
Call center dialers use predictive, progressive, and power functionality to increase agent productivity, maximize output, improve results, and abide by regulations.
Excellent Call Center Experience – 9 Ways to Deliver & Keep It
When a customer calls in to a call center, the quality of service they receive impacts their impression about a company. The first time a customer calls in to speak with an agent is even more critical. First impressions, as most could probably agree, play an important...
Must-Have Call Center Tools: Equipment & Software Solutions
With so many choices for call center tools, it’s overwhelming. This list of equipment and service options will help you get started.
4 Point Guide to Business Chat Software for Contact Centers
Chat software has become an integral part of any business, regardless of its industry. The ability to chat with customers or other employees has become a staple in the office environment. Table of contentsWhat is business chat software?Benefits of chat software in...
What is Call Audio Routing for Your Contact Center?
Call audio routing is one of the most important functions within the call center.
5 Myths About What Customers Want
Your customers are rational thinkers who know what they need, research to learn about their options, and make informed, practical decisions about what to buy… right? Well, not always.
Quality Assurance in Your Call Center: 9 Ways to Get & Keep It
jump into ways to keep quality a priority in your call center
How Do Automatic Phone Callers Work?
Many automated tools and workflows exist to accomplish this. Automatic phone callers are one of these tools.