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Contact Center

What Does Bad Customer Service Cost Your Business?

Any company’s success, regardless of industry or size, thrives when its customer satisfaction rate is high. Satisfied customers lead to high sales, happy employees and a successful business. Is customer service your number one priority? Maybe it should be. Bad customer service costs your business in a variety of ways that impact the overall profitability and…

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Call Center Management: Metrics for Success

A key customer of AVOXI uses our virtual call center software to manage its outsourced call center. Metrics derived from reports and call data drive business decisions regarding its call center functions for this industry leader in consumer electronics and security solutions. Why the intense focus on metrics? A fundamental tenet of the company is…

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Integrated Cloud Solutions: The Grace Bay Story

Learn how an award-winning luxury resort, used AVOXI’s integrated cloud solutions to reduce costs, while enhancing the overall customer satisfaction of their guests. For Grace Bay Resorts, every guest (or prospective guest) is to be treated as a VIP. To do so, Grace Bay relies heavily on communication solutions to route calls appropriately, keep guests…

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2017 Call Center Trends: What Our Customers Have to Say

We recently published a blog, Top 5 Call Center Trends to Watch in 2017, exploring upcoming trends we expect for call centers in 2017. Most of these trends were predicted in part due to the growing capabilities of Cloud technology and the desire for instant gratification for both customers and employees. We recently interviewed a few of our call center…

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Why Live Chat Is Essential to Quality Customer Support

Live Chat by the Numbers According to Gartner, live chat will grow 400% from 2015 to 2018 as a preferred digital channel for customer engagement. A number of surveys cite customer satisfaction as a key driver to incorporate chat. Additionally, several benefits clearly show that live chat is no longer a minor add-on feature to…

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Top 5 Call Center Trends to Watch in 2017

In 2012, ICMI compiled a five-year outlook of modern day contact centers. This report included a list of 5 call center trends and priorities that were of major focus in 2012 and how they expected them to change by 2017. Here we are five years later. Are call centers focusing on what ICMI expected them…

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Comparing Hosted Call Center Applications: Aircall vs Phone.com

Phone.com and Aircall have each developed a large base of satisfied customers by following an effective business model focused on offering simplified call center applications and services at affordable rates. This article explores the pros and cons of each provider, so small to medium-sized businesses looking for a simple call center solution can make the…

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Why Does Call Center Ring Strategy Matter?

Call center ring strategy is an important consideration for all inbound call center managers. This setting, which allows you to determine how calls are distributed to agents within a call queue, affects many call center KPIs, including average hold time and average time to answer. Call center ring strategy is a call center setting that…

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Choosing the Best Phone Support Software for Inbound Call Centers

If you’re searching for hosted phone support software for your business, you probably know that virtual communications solutions come with a host of benefits. They come with amazing functionality, great cost savings, and easy scalability. But there are lot of hosted phone support software providers out there. Even if you have already decided to go…

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3 Call Center Features You Need to Manage an Inbound Sales Team

Inbound marketing isn’t a fleeting trend. And as a result, the days of cold calling and outbound sales campaigns are quickly disappearing. But in order to make an inbound demand generation program work, you need a strong inbound sales team. One of the biggest benefits of leads driven by inbound marketing is that they are…

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