Schedule a Demo Talk to an Expert 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 experienced the frustration of long…

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At the end of the day, a call center is only as strong as its agents. That’s why schedule adherence in the call center is so important. This essential metric helps determine what percentage of the time your agents are in the queue during the time that they’re scheduled to work. Before we jump straight…

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Efficiency and effectiveness are two of the primary goals when it comes to operating a successful call center.  For call center managers, this means making sure that your agents are properly trained and performing at their highest levels.  To help you do this, we’ll discuss how to create successful quality control evaluations for your agents using…

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It is important to know how to use call recording to reduce call center cost.  Most call centers are equipped with a variety of popular and important calling features like time-of- routing and call forwarding.  But what about call recording?  Is your call center fully utilizing this feature? There are a number of ways that you…

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The expansion of VoIP has caused a boom in the Call Center software market. There are so many options available. This article takes a look at two vendors: Five9 vs 8×8. Virtual Call Center Software: Five9 vs 8×8 Because of this we’re often asked to compare and offer up pros and cons for each of…

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Virtual Call Centers provide the mobility and flexibility that traditional Call Centers can’t. Find out how a Virtual Call Center can increase your bottom line. What Are the Advantages of a Virtual Call Center? Virtual Call Centers have one major advantage over traditional Call Centers; due to VoIP, or Voice over IP, technology, their agents…

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What is a Call Center Driver? Customers dial call centers when they are having an issue with a company and need it resolved. This drives the customer to call to speak with agents for technical support or to ask any questions that they might have.  Popular Call Center Drivers There are three main reasons people…

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