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Posts Tagged ‘Call 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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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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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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Can You Run a Call Center with a Cloud PBX?

A call center is a central piece of any business’s key goals and metrics. Inbound call centers focused on customer service are essential to maintaining high customer satisfaction levels. Outbound call centers focused on sales are key to increased sales and higher revenue. No matter which type of call center you’re running, your communications system…

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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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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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Comparing Hosted Call Center Solutions: AVOXI vs Talkdesk

The benefits of VoIP services for call centers have been well established. In response, more and more VoIP providers have been rushing into the virtual contact center market to compete for customers. Choosing a provider can be a significant commitment, and with so many options available it is important for potential customers to do their…

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10 Essential Call Center Scheduling Tips

The scheduling of agents in a call center can have a major impact on the operation’s success. In particular, agent scheduling can have a tremendous impact on customer service and satisfaction levels. Your loyal customers are the key to your financial success as a company, so it’s important that effectively manage the schedule of each of…

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Are You Ready to Scale Your Call Center?

As a call center manager, you want to do everything in your power to ensure your business is running as efficiently as possible. Part of that job is recognizing when your it is time to scale your call center. It’s important to recognize when it’s time to grow your business; but do you know which indicators to…

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