New Feature: Blacklisting
Are you tired of spending money on unwanted calls from bots, telemarketers, and spam callers? Wish there was a way to block these calls and protect your agents’ valuable time? With Smart Queue, AVOXI’s virtual call center software solution, you can prevent unwanted callers from contacting your call center with blacklisting. The blacklist…
Read More5 Steps to Successful Contact Center Management
Mastering Contact Center Management: 5 Essential Steps for Success 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…
Read MoreHow to Achieve Call Tracking Perfection
Call tracking is essential in every business, from large corporations with big marketing departments, to startups with just a few small marketing campaigns. Call tracking allows a company to see the success of their marketing efforts based on the number of incoming calls they receive. No matter how carefully you label and track each…
Read MoreHow to Optimize Average Speed of Answer
How to Optimize Average Speed of Answer In order to understand and improve your call center’s performance, you must monitor key performance indicators (KPIs). One of the most critical of these KPIs is average speed of answer. Average speed of answer is the average amount of time it takes for an agent in your call center…
Read MoreThe Key 10 Questions to Ask Yourself When Testing Your IVR
Key 10 Questions When Testing Your IVR IVR, or interactive voice response, is a system that help callers navigate through a series of prompts to retrieve information or reach a specific department of your business. Because it’s the first thing your callers will encounter when calling your business, it’s an important aspect of your…
Read MoreCall Queue Management 101
Mastering Call Queue Management: Best Practices for a Seamless Customer Experience 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…
Read MoreComparison of Tools for Integrating Call Center Applications with Salesforce
Tools for Integrating Call Center Applications with Salesforce Salesforce is one of the most popular customer relationship management (CRM) programs on the market. Its popularity is partially due to its ability to integrate with a variety of tools that help your call center run more effectively and efficiently. But with such a wide range of tools, it…
Read MoreHow 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…
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