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Contact Center

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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Virtual Call Center Providers: Ameyo vs inContact

Are you in the market for a hosted contact center software solution designed specifically for a large business? If so, you’ve probably come across two well-known virtual call center providers: inContact and Ameyo. Both companies have a strong reputation for providing high quality VoIP services for companies looking for a blended call center solution. Although…

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5 Call Center Motivation Techniques to Increase Agent Morale

Anyone in the call center industry knows the difference a manager can make when it comes to a creating a positive work culture. But, some call center managers underestimate the role that they place in building and maintaining a work environment focused on agent morale. As a result, agent morale can suffer. If you are…

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Improve Business Performance with the Right Call Center KPI Benchmarks

We have all heard the old saying: “What gets measured gets improved.” Though it might seem cliche, it is certainly applicable to call center performance. But, that’s just one half of the equation. Before you think about measurement, you must ensure that you are tracking the call center KPI benchmarks that will help your call center…

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Avoid These Customer Service Mistakes with Call Center Software

Long wait times, too many call transfers, and undertrained staff: these are just a few of the most common customer service mistakes that frustrate customers worldwide. And frustrated customers won’t wait around for your business to address these critical issues. That’s the bad news. But, the good news is that your business can fix these…

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Your Call Center Management Checklist: The Holiday Edition

While the holidays are a time of rest and relaxation for some, retailers across the globe are preparing to scale their businesses for the busiest time of the year. There is plenty of due diligence to be done in all business departments to prepare for the chaos of the holiday season, but the most important…

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