Posts by Katharine Fear
What is Automatic Call Distribution Software?
What is Automatic Call Distribution Software? Automatic call distribution software, or automatic call routing, is a system that allows you to distribute incoming calls based on your customized rules. At the simplest level, you can choose to distribute calls in linear priority or hunt group styles. More complex automated call distribution software systems allow your…
Read More5 Questions for Evaluating VoIP Companies
5 Questions for Evaluating VoIP Companies Your business has decided that it is time to move your phone system to the cloud. And if you have started looking for a provider, you know that there are many options to choose from. Options are good, but it can be difficult to see past the promotions and…
Read MoreHow Much Does VIP Caller Cost?
Today’s call center managers are working harder than ever to increase customer satisfaction levels and keep customer retention at an all-time high. And with the rise of omni-channel customer service strategies and ever-growing customer expectations, it can be difficult for many contact centers to provide service that consistently meets (and exceeds) those expectations.…
Read MoreAre You Ready to Scale Your Call Center?
Scale Your Call Center As a call center manager, you want to do everything in your power to ensure your business is running as efficiently as possible. Part of that job is recognizing when your it is time to scale your call center. It’s important to recognize when it’s time to grow your business; but do you…
Read More5 Call Center Setup Mistakes You Can Avoid
5 Call Center Setup Mistakes You Can Avoid Setting up a virtual call center used to be a lot of work. From establishing a budget to purchasing the right technology and hiring a talented staff, your time and energy are put to the test. Because of this, it’s easy to overlook small things that can…
Read MoreHow Much Does Blacklisting Cost?
How Much Does Blacklisting Cost? In a call center, you get a lot of inbound call traffic. From current customers to potential customers, your system has to efficiently and effectively manage each of these calls. One thing that may impact your system’s ability to do this is spam, bots, or other fraudulent calls. These…
Read MoreNew Feature: Blacklisting
Are you tired of spending money on unwanted calls from bots, telemarketers, and spam callers? Wish there was a way to block these calls and protect your agents’ valuable time? With Smart Queue, AVOXI’s virtual call center software solution, you can prevent unwanted callers from contacting your call center with blacklisting. The blacklist…
Read More5 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 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…
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