Posts Tagged ‘contact center’
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…
Read More5 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…
Read MoreYour 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…
Read MoreHow to Grow Your Contact Center Without Outsourcing
As your business grows, so does your customer base. And with more customers comes the need for your company to provide additional support, sales and service channels. In short, you need to be able to grow your contact center along with your business as a whole. To do this, you have two choices: Outsource your…
Read MoreIs Predictive Dialer Software Right for Your Call Center?
Running a call center comes with many costs. A large part of any call center budget is the time that your agents spend on the clock (and on the phone). Every second that your agents spends dialing a number with no live caller at the other end is wasted time, and that time costs your…
Read More[Solutions Brief] Two-part Contact Center Solution Provides End-to-end Service
Learn how a US-based auto insurance carrier used AVOXI’s affordable, international VOIP service and Smart Queue, a robust contact center platform, to provide premium service to their customers and grow their business. Founded in 1990, this US-based auto insurance carrier caters to customers in Texas and Florida. Unlike many providers in the industry, the carrier…
Read More5 Steps to Successful Contact Center Management
As a contact center manager, you want to do everything in your power to run your business successfully. The effectiveness of your contact center can impact everything from your customer service levels to your ability to bring in more business. There are a variety of tools and techniques out there that can help you become…
Read MoreSocial Media and Your Contact Center: Making the Connection
In today’s world, more and more businesses are recognizing the benefits of using social media to engage with customers. But this trend isn’t specific to one or two niche industries. Even call centers understand that they have to be accessible across a variety of social media platforms in order to stay at the top of their customer…
Read MoreTop 5 Contact Center Best Practices: Improving Customer Experiences
Whether you operate an inbound, outbound, or blended call center, one of your top priorities is customer satisfaction. But, sometimes it can be difficult to know where to start. While some things, like reducing the time that customers are on hold, are obvious, you may not know which contact center best practices will address your…
Read MoreDisaster Preparedness for your Call Center
A good disaster plan is essential for the longevity of your call center. Without one, you’re susceptible to a number of a scenarios that could bring down your entire business. A majority of call centers operate long hours and sometimes 24 hours a day so downtime must be avoided at all costs. We encourage our customers all…
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