Contact Center
How 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 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…
Read More4 Automated Call Distribution Problems and How You Can Avoid Them
Navigating Automated Call Distribution: Common Problems and Solutions Automated call distribution is a popular VoIP feature for businesses of all sizes. Not only does it help ensure that you never miss a customer call, it also allows you to direct callers to the first available employee with the skills needed to assist them. But despite…
Read MoreHow Much Bandwidth Is Needed for VoIP?
How Much Bandwidth is Needed for VoIP? Companies are always looking for ways to improve their communication with customers, and VoIP has made that very cost-effective and easy to do. However, there are some things you must first evaluate when implementing your VoIP system. Assessing how much bandwidth is very important to do, as you…
Read MoreHow to Upgrade Your PBX at a Low Cost
Your business is growing faster than you could have ever imagined. In just a few short years, you’ve gone from 5 employees to 50, and you have branches in multiple locations, some of which are international. In the midst of this expansion, one thing is painfully clear: your aging phone system isn’t doing you any…
Read MoreUsing a Softphone or VoIP Phone
Softphone vs. VoIP Phone: Choosing the Right Communication Solution for Your Business As your company makes the switch to VoIP, one of the things you must upgrade is the actual phones that you use. Most traditional phones aren’t compatible with VoIP and thus, they must be replaced. Two popular options on the market are softphones…
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