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The Call Center Manager’s Guide to Service Level Agreements
Measuring the Service Level (SL) of your organization can help you make informed decisions regarding your workforce and the company. Call center managers lean on this data to guide their internal processes, drive revenue, and empower teams to work together towards common goals and objectives. Brands that maintain a level of standardization generally have healthier…
Tech Tips: Improving Internet Connection Issues of WFH Agents
2020 sure has turned the world upside down for people and organizations worldwide. The coronavirus pandemic has sent hundreds-of-thousands of businesses into a tizzy, shifting work operations home – many for the very first time. As call center agents try to balance remote work with home life – plus virtual learning schedules of kids –…
Virtual Call Center Benefits to Accelerate Your Business
The expectations of your frontline agents are pretty high, right? You want your agents to wow their prospects and customers with quick-thinking and accurate responses, but how are you going to make it happen without the proper tools in place? This type of customer-first service needs customer-first technology to succeed. Virtual call center software was…
Tips & Tricks for Mastering AVOXI’s Contact Center Software
One of the unique connections between our contact center technology and our business is the fact that we use our own product to run our company! Our inbound and outbound teams rely on this technology to communicate with our customers every day. And, our managers use it to coach and measure our team’s performance. That…
Call Center Software + CRM Integration: The Lifeline for Improved Productivity and Customer Satisfaction
Customers today expect a highly personalized experience when they interact with your business, and they want to get answers to their questions quickly. Are your business tools connected and seamlessly working together to provide that experience? With businesses using on average 129 technologies within their operations, it’s easy to get distracted throughout the day with…
5 Best Practices for Call Monitoring
Elevating the customer experience is a huge responsibility for the call center manager. How your customers feel after talking with agents could influence their decision of whether or not to give your company new or continued business. A successful call monitoring strategy is what all call centers strive to achieve. It’s finding that balance of…
6 Tricks for Reducing Abandoned Calls in Your Call Center
Oh, no! Another caller just dropped off. Call abandonment is the bane of existence for those who manage call centers and yet, it happens more than it should. You can gain valuable insight into your call center’s performance by analyzing your call abandonment rate. It’s a KPI that managers take seriously, especially when measuring customer…
AVOXI’s Commitment to You During COVID-19
Like many of you, we have spent the past few weeks educating ourselves on the coronavirus (COVID-19) and the impact it is having across the globe. We understand that this creates uncertainty and fear and wanted to take a moment to communicate with our valued customers what steps we are taking as a company to…
CEO Message: Closing Out 2019 With a Bang and Coming In Hot to 2020!
2019 was a record-breaking year here at AVOXI and I’m proud to say this is just the beginning. This year we got closer to what matters most at our company – our customers. Thanks to your willingness to provide feedback through product surveys, “voice of the customer” interviews, and beta product programs, we were able…
VirtualPhone Review and Alternatives
Looking for your next virtual phone number provider? If you are, you may have heard of VirtualPhone.com, a virtual phone number provider. At AVOXI, we know that there isn’t one business phone service that is ideal for every business. While we are confident in AVOXI’s service and affordability, we want to be able to help…