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Organizational Structure
What Is the Best Call Center Organizational Structure?

Of course you want your call center to do well and run effectively, but the question is how do you achieve that goal? Don’t waste any more time wondering what to do. Let’s break it down, so it’s manageable and simple to determine the best organizational structure for your call center. How to Structure Your Call...

Contact Center Vs. Call Center
Contact Center Vs Call Center: 6 Differences

Call center and contact center sound similar, however, their functions and purposes are very different. Without further ado, let’s break down the differences between the two! What Is a Call Center A call center is a business that employees agents to handle inbound and/or outbound phone calls.  Call centers usually integrate an IVR system in...

What Makes a Good Call Center?
What Makes a Good Call Center?

Satisfying Culture & Customer ServiceA call center is, in most cases, the only human interaction that a customer has with the business. These interactions largely impact the customer’s view and feelings associated with the business. While customers can have other feelings associated with the company based on live chats, the website, social media, etc, their viewpoint...

Sales Management Tools
9 Call Metrics Sales Managers Should Track

As a manager, it can be hard to track the progress and results of the operations in the company. That’s why call metrics come in handy! Save yourself time and money by implementing these 9 call center metrics. Call Metric #1: Calls Until a ConversionYour agents call anywhere from 50-80 prospects a day, but how many...

Dialer Campaigns Structure
Call Center Dialer Campaigns Structure

 Call center software can be confusing, especially if you’re new to the industry and dialer campaigns. In an attempt to make things simpler, we’ve created an info graphic showing off the structure of the campaign in the Parrot Predictive Dialer and how the pieces of the puzzle fit together for your dialer campaigns. The Dialer Campaign Campaigns are...

Contact Center Management
5 Call Center Management Best Practices

Managing a customer contact center can be a difficult task. You may be dealing with anything from a handful of callers to hundreds of them, all attempting to squeeze as many calls as they can into each work period, making one call after another and another. Keeping call center morale up is a big issue,...

Call Center Tracking
Call Center Tracking

Cloud Based Call Center Software Results TrackingIt is highly suggested that during the Paleolithic era, some twelve to thirty thousand years ago, ancient humans recognized a pattern in the sky that burgeoned our primitive understanding of time, i.e. the changing phases of the moon. Thousands of years later around 3500 B.C.E. people sought a deeper comprehension...

Call Center Technology
Call Center Technology: Trends, Solutions & Must-Haves

Did you know that your business’ call center can serve as a revenue center? It can, and with the right call center technology, your customer service agents will be better equipped to respond to customer queries quickly and efficiently.Table of ContentsCall Center Technology TrendsCall Center SolutionsNew Contact Center TechnologiesTop 10 Call Center Technology Must-HavesWhat to...

Average Wait Time for a Dialer
What Is Outbound Call Center Average Wait Time?

For outbound call centers, having both a good average wait time between calls for your agents and a low drop rate is vital to running an effective, efficient call center with your predictive dialer. Before we get into the causes, let’s define the terms first.What Is Average Wait Time in an Outbound Telecalling Process – This...

Answering Machine Detection (AMD)
Answering Machine Detection: Full Guide

Have you ever called someone and hear them begin to speak “Hello,” followed by a disappointing “Sorry I’m unable to take your call right now. Please leave a message and I will…?” Of course you have. You get an answering machine for two reasons: the person can’t pick up or the person doesn’t want to pick up....