Posts by Katharine Fear
How to Reduce Costs in Your Contact Center
How to Reduce Costs in Your Contact Center Rising costs and an economic downturn…It’s a recipe that’s forcing businesses to look at doing more with less. With rising inflation and reducing non-essential spending, IT leaders are being tasked with creating cost-saving strategies across their operations while continuing to grow their contact center scope in the…
Read MoreHow to Improve Traveler Satisfaction Using Cloud Computing Solutions
How to Improve Traveler Satisfaction Using Cloud Computing Solutions Customer service is the key metric that underpins the overarching success of travel and hospitality brands. In fact, 60% of customers claim that great customer service is critical to their travel purchase decisions. Cloud computing solutions, such as voice and contact center software, help global brands…
Read MoreBest USA Virtual Phone Number Providers
Top Six USA Virtual Phone Number Providers Expanding business to the United States will require a reliable, affordable and easy-to-setup USA virtual phone number. Why? This will help your US-based customers reach your customer service teams. You can get quality phone numbers and more with a CPaaS partner. That’s us! We’re AVOXI, and we made…
Read MoreCall Center Agent Scorecard Templates
AVOXI BLOG Call Center Agent Scorecard Templates Jan 30, 2023 Call Center Agent Scorecard Templates By Katharine Fear 8 min read Contact Center Call center agent performance is one of the biggest drivers of customer satisfaction and retention. Yet many contact centers still rely on outdated scorecards that fail to reflect customer expectations or evolving…
Read MoreHow Much Does IVR Really Cost?
How Much Does IVR Really Cost? Long wait times, overwhelmed customer service representatives, and frustrated customers who can’t find the information they need…these are the types of issues no international organization can afford to have. Interactive Voice Response (IVR) systems are tools organizations are utilizing to combat these problems by giving call center managers the…
Read MoreTop Call Center Metrics & KPI Benchmarks to Track
Top Call Center Metrics & KPI Benchmarks to Track As a call center leader, you’ve likely experienced firsthand how one call interaction can make or break a customer’s decision to do business with your company. In fact, 90% of customers report customer service is a huge factor. And a critical part of your role is…
Read MoreStrategic Framework for Creating Proper Citizen Developer Governance
Strategic Framework for Creating Proper Citizen Developer Governance Between The Great Resignation, developer shortage, and an ever-growing backlog of tickets from internal teams, IT leaders are being forced with an ultimatum: Overwork your teams, risking burnout and high turnover Find creative ways to offboard less technical tasks to non-IT team members That’s why it’s no…
Read MoreWhy International Companies Need Local Presence Dialing & Caller ID ServiceÂ
Why International Companies Need Local Presence Dialing & Caller ID Service Reaching customers and sharing a connection with them is important to international outbound sales. Cold calling is often used to win new customers, but with so many potentially fraudulent robocalls received on a daily basis, people are weary to answer the phone for non-local…
Read More10 Reasons for Moving Your Hotel Phone System to the Cloud
10 Reasons for Moving Your Hotel Phone System to the Cloud Travelers expect unparalleled service of their hotels from the time of research, reservation and engagement. With an infinite number of brands to choose from, keeping your hotel phone system simple, easy-to-navigate and reliable can create a guest experience that sets you apart from the…
Read MorePreventing Toll Fraud from Dismantling Your VoIP Operations
Preventing Toll Fraud from Dismantling Your VoIP Operations → Get Yours: Telecom Security Guide [Free Toolkit] Toll fraud… It’s something you never want to deal with, but with its ever-growing prevalence, it’s something you can’t risk ignoring either. While internet-based tools have made leaps and bounds for organizations in recent years, they’ve also emboldened fraudsters…
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