Posts by Katharine Fear
The 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 MoreCall Queue Management 101
Mastering Call Queue Management: Best Practices for a Seamless Customer Experience As the provider of the most effective, yet affordable, call center system software for functions like call queue management and quality assurance, we are all about best practices. If you’ve ever called a business with a customer support issue, chances are that you have…
Read MoreComparison of Tools for Integrating Call Center Applications with Salesforce
Tools for Integrating Call Center Applications with Salesforce Salesforce is one of the most popular customer relationship management (CRM) programs on the market. Its popularity is partially due to its ability to integrate with a variety of tools that help your call center run more effectively and efficiently. But with such a wide range of tools, it…
Read MoreHow To Tell If It’s Time to Upgrade Your Call Center Software
Signs It’s Time to Upgrade Your Call Center Software When you first purchased your current call center software, it was a top-of-the-line solution with all of the latest features. But lately, you’ve started to notice the little things. Maybe your current solution doesn’t have social media integration capabilities, or maybe you’ve had a hard time…
Read MoreTroubleshooting Problems Setting Up Your International Toll Free Number
Troubleshooting Common Issues When Setting Up International Toll Free Numbers International toll free numbers are an essential resource for growing businesses that are looking to connect with customers around the world. Not only do they provide a world of convenience for your customers, but these numbers are also a cost-effective sales and marketing tool for businesses…
Read MoreHow to Effectively Use Call Quality Monitoring
Want to know what your agents are saying to your customers? Looking for additional insights into your customers’ needs and concerns? With live call monitoring, you don’t have to guess – you can listen to calls in real time and gain valuable (and actionable) information about your customers, your agents, and your business as a…
Read MoreTop 5 KPIs for Inbound Call Centers
As a provider that specializes in inbound call center software, we are all about performance-tracking. Thanks to the advanced reporting metrics and tools available with today’s virtual contact center solutions, call center managers have all the facts and figures that they could ever need at their fingertips. But, with all that data comes a truckload…
Read MoreForwarding Calls on VoIP
For businesses with locations and customers all around the world, call forwarding is an essential VoIP feature. Not only will this feature help your callers will reach the right agent or department sooner, call forwarding can also help you manage your employees’ call volume and workload. In this quick overview of forwarding calls on VoIP, we’ll…
Read MoreProblems with Sequential Ringing
Troubleshooting Problems with Sequential Ringing Sequential ringing is one of the most popular VoIP features available for busy, global businesses. This feature works by routing incoming calls in a specific order based on a predetermined list of phones and numbers. This helps ensure that incoming calls are always answered because the call will ring through…
Read MoreProblems Setting Up Your Softphone
Troubleshooting Common Setup Issues with Softphones Softphones are becoming increasingly popular as businesses become more mobile. Not only are they convenient for taking your calls with you everywhere, but they’re also an extremely cost-effective communication solution. Despite their popularity, you can sometimes experience problems setting up your softphone. In this article, we’ll discuss these problems…
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