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Call Quality Assurance Guide (2023) Best Practices, Tips, and Scorecard In this article, we provide you with the knowledge you need to make your call center efficient and effective through call quality assurance. You want your call center to be confident that it’s achieving its goals of being productive and leaving customers satisfied. There’s so…
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In-House vs Outsourcing? Considerations When Evaluating a BPO for Your Call Center Business growth requires additional assets to keep pace with customer demand – call center included. Whether you decide to expand in-house or through an outsourced provider is up to you and your company’s needs. How do you choose? We’ve outlined the pros and…
Read MoreSwipe Right: 5 Questions to Ask Before Selecting a CPaaS Partner
Swipe Right: 5 Questions to Ask Before Selecting a CPaaS Partner Finding a cloud communications provider is kind of like dating. Knowing the right questions to ask can help you find the right match for your business. Below, we’ve identified five must-ask questions to narrow down your short-listed providers. CPaaS partner research is similar to…
Read MoreSkills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders
Skills-Based Routing: A Quick Revenue Win for Travel & Hospitality Business Leaders Keeping customers happy requires excellent customer service throughout their entire travel journey. Enabling skills-based and priority routing in your call center routing rules can help brands achieve better customer satisfaction scores, more productive agents, and guests that come back time and again. See…
Read MoreModern vs. Legacy Contact Centers: 9 Signs Your Call Center Phone System is Outdated
9 Signs Your Legacy Contact Center System Needs a Modern Update Missed calls, wasted time, and overspending are trademarks of traditional contact centers. Don’t get stuck with a legacy call center system in the modern era! Here are 9 signs your legacy platform needs a modern update. Legacy vs. Modern Contact Center Platforms Technology… We…
Read More6 Tips for Managing Your International Remote Workforce
6 Tips for Managing Your International Remote Workforce Managing a remote workforce with employees around the world is a learning experience for most. With many call center agents working from home, business leaders need supporting VoIP tools to help them manage their teams effectively. Read on to learn more about actionable tips you can implement…
Read MoreBuilding a Modern Call Strategy: 6 Call Management Mobile App Benefits
Building a Modern Call Strategy: 6 Call Management Mobile App Benefits Easily build an effective modern strategy with a phone app for inbound and outbound calls! Watch productivity grow when you give your reps the full power of your unified communications platform through their mobile device. 58%. That’s how many employees want the option to…
Read MoreBYOC & BYOD: Cloud Trends Fueling Your Contact Center
BYOC & BYOD: Cloud Trends Fueling Your Contact Center BYOC and BYOD are two trends transforming the contact center industry, especially when it comes to remote employees. Learn why these policies are being rapidly deployed, and how they can benefit your contact center teams working from home. Companies are leaning into “BYO” policies to support…
Read MoreA New Era in Communications: Six Trends to Watch in 2022
A New Era in Communications: 6 Trends to Watch in 2022 The enterprise guide to keeping your communications strategy competitive in the new year and beyond. GET THE EBOOK A New Era in Communications: 6 Trends to Watch in 2022 The enterprise guide to keeping your communications strategy competitive in the new year and beyond.…
Read MoreThe Role of IVR in Travel & Hospitality
The Role of IVR in Travel & Hospitality Modern day travel and hospitality businesses require a reliable IVR system to succeed. When call flows are optimized and guests are routed to the right department, the first time, your customer experience (CX) metrics improve. Intuitive IVR software is critical to your bottom line and delivering a…
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