13 Apr
Call Center Gamification: Motivating Agents to Excel
Mouse Trap Some people enjoy their job(s), and some don’t. That’s understandable. My first job was working at an arcade of sorts – that also served pizza to snotty-nosed kids who were still in the “learning phase” of how to behave appropriately in a public setting. The trouble was that this arcade at which I...
16 Mar
VoIP Dialer Software: Leaving the Traditional PBX System Miles Behind
Voice over Internet Protocol (VoIP) technology is not just about making cost-effective phone calls; it’s a tool that simplifies the way businesses conduct themselves. Unlike the traditional PBX systems, it allows combining voice, data and video as one, easy-to-manage service. It uses Internet data network to make calls to other phones wherein all conversations are...
29 Feb
Using Call Center Scripting Software Effectively
Lights! Camera! Action! Many of you probably performed in a school play at one embarrassing moment in time or another. Whether you played Romeo, Juliet, the Hunchback of Notre Dame, or some other character, you certainly didn’t win the approval of your theater teacher by “winging it.” Oh, no, you worked very hard for those...
24 Feb
IVR Call Center Software
Who’s Talking? I once received a phone call from a local radio station. Yet, this was no ordinary call. It wasn’t a live disc jockey who I could chat with about the music I like. Rather, it was dialing software “who” phoned me. I knew the radio station was implementing something known as interactive...
16 Feb
4 Ways Click-to-Dial Solutions Maximize Marketing Returns
Equipping your sales representatives with the tools that improve their efficiency plays a major role the success of your campaigns and organization. In fact, it is imperative for sales managers to identify all useful tools that can improve campaign performance. One such tool is click-to-dial software. The tool optimizes real-time lead generation and identifies potential...
04 Feb
Call Center Reporting and Analytics
Why You Need Call Center Reporting When it comes down to it, math is everything. From the amount of hairs on your head (zero, for some of you) to the speed of light, literally anything can be tallied, counted, or calculated if given enough effort and resources. Numbers make sense of obfuscations. They help us...
Inbound Calling for Call Centers
Inbound Rising Call centers handling inbound calling take calls initiated by the customer and are usually either customer service or sales related. Depending on the type of company though, people call in for a variety of reasons including inbound sales, technical support, customer service, or simply returning a call from an agent’s outbound call. In 2014, there were...
23 Dec
Understanding Role of Telemarketing Software in Lead Management
Telemarketing: Software Used The common reason for the failure of telemarketing calls is that they often sound impersonal. Unfortunately, the assistants, gatekeepers, or switchboard operators have to answer the calls and impose a negative impact about telemarketers. There are different ways to create a positive impression including the use of correct tools to achieve effective...
24 Sep
How to Use First Call Resolution (FCR) Metric in Call Center Process: A Brief Guide
Standard SLAs such as number of calls answered and abandoned, average talk time, average conversion time and average speed of answer are all essential considerations in the operations of any call center. Most companies today, however, are more concerned with their first call resolution metric that varies from case to case and industry to industry....
21 Sep
Real-time Speech Analytics: Optimizing Debt Collection Agents
Every industry has its own compliances that are there to protect consumers by ensuring organizations operate in the right way, and the story is no different in financial services segment. All debt collection agencies must adhere to the Fair Debt Collection Practices Act, in all their operations. Owing to the number of calls made every...
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