Archive for 2016
5 Steps to Successful Contact Center Management
Mastering Contact Center Management: 5 Essential Steps for Success As a contact center manager, you want to do everything in your power to run your business successfully. The effectiveness of your contact center can impact everything from your customer service levels to your ability to bring in more business. There are a variety of tools…
Read MoreHow to Achieve Call Tracking Perfection
Call tracking is essential in every business, from large corporations with big marketing departments, to startups with just a few small marketing campaigns. Call tracking allows a company to see the success of their marketing efforts based on the number of incoming calls they receive. No matter how carefully you label and track each…
Read More5 Steps to Improving First Call Resolution
5 Steps to Improving First Call Resolution First call resolution is when an agent properly addresses and resolves a customer concern the first time that they call, eliminating the need for the customer to call in a second time. This key performance indicator is essential to maintaining high customer satisfaction levels and call center efficiency.…
Read MoreHow to Optimize Average Speed of Answer
How to Optimize Average Speed of Answer In order to understand and improve your call center’s performance, you must monitor key performance indicators (KPIs). One of the most critical of these KPIs is average speed of answer. Average speed of answer is the average amount of time it takes for an agent in your call center…
Read MoreThe Key 10 Questions to Ask Yourself When Testing Your IVR
Key 10 Questions When Testing Your IVR IVR, or interactive voice response, is a system that help callers navigate through a series of prompts to retrieve information or reach a specific department of your business. Because it’s the first thing your callers will encounter when calling your business, it’s an important aspect of your…
Read MoreHow to Translate Voicemail to Email Records in Multiple Languages
Translate Voicemail to Email in Multiple Languages Online audio transcription services make it easy to translate voicemail to email records in multiple languages. These easy-to-use online tools can help your employees avoid language barriers and keep your business running smoothly. If you’re running an international business, chances are you have customers from every corner of the…
Read More3 Causes of Long Average Call Duration (And How to Fix Them)
How to Minimize Average Call Duration When you are running a call center, you have to find a perfect balance. You want your agents to work as efficiently as possible, but you also want to make sure they are aware of other customers waiting in their queue and that they’re successfully helping each caller.…
Read MoreRefer a Business for the Chance to Win an Amazon.com Gift Card
Qualify to Win an Amazon.com Gift Card: Refer a Business Do you know a business that might benefit from AVOXI’s cloud communications services? Refer a business, customer, or vendor to AVOXI by February 19, 2016, and you’ll qualify for the chance to win a $100 USD Amazon.com gift card – plus referral cash or…
Read MoreDynamic Number Insertion & International Numbers: A Winning Combination
Dynamic Number Insertion & International Numbers International toll free numbers are a valuable business asset for two big reasons: First, an international toll free number allows customers in a specific geographic region to call your business at no charge to them. For example: a company in India might choose to advertise a US toll…
Read More5 Keys to Writing Successful Sales Scripts
5 Keys to Writing Successful Sales Scripts Despite the rise of inbound marketing techniques, many businesses still rely on cold calling and other outbound sales strategies to generate the majority of their revenue. And while some agents are naturally good at cold calling, countless others do not. As a sales manager, it’s important to remember…
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