Category: tech

Recruiting and hiring call center employees can be a pain, but it doesn’t have to be so bad. For example, depending on the roles you’re looking to hire, you may not even have to write a job description—because you can just use ours instead.  Below, we’ve put together four of […]

The post Steal These Free Call Center Job Description Templates appeared first on .

Electronic voices have been destined to answer phone calls ever since Bell Labs invented the Voder machine at the tail-end of the 1930s. These days, everybody and their mother has been greeted by an IVR (interactive voice response) phone system to walk them through a customer service calling menu in […]

The post Intelligent IVR: What it Can (and Can’t) Do…Yet appeared first on .

Visual IVRs (Interactive Voice Response) combine traditional IVR technology with visual elements such as images, videos, and menus that make for a fast, user-friendly experience. In call centers where there’s a large volume of incoming calls and customer inquiries to handle, visual IVRs can help customers get their answers more […]

The post A Visual IVR Can Do This One Thing That Regular IVR Can’t appeared first on .

If you work in an outbound call center, you know how important it is to hone your skills and keep outperforming the competition. At the same time, you also know not to waste time with useless gimmicks and low-level advice that was written by AI in two seconds.  What you […]

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Setting up a good IVR (interactive voice response) call flow can pay dividends for your business because it can keep more customers on the line and route more of them to the exact resources they need without delays.  Below, we’ll explore 12 call flows that you can implement in your […]

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You want your call center to be prepared to tackle any challenge and come out safely on the other side. While many may brush over their business continuity plans and adopt a so-called “agile” approach to potential disasters, having a plan in place will make all the difference when facing […]

The post Business Continuity–8 Steps to Future-Proof Your Call Center appeared first on .

A local call is one that is placed and received within the same zip code—or technically within the same switching center. Below, we’ll break down what a local call is, how it differs from a long distance call, and why local calls are now irrelevant. An Example of a Local […]

The post Are Local Calls Still a Thing? Not Really appeared first on .

If you’re looking for a robust tool that transcribes your calls in real-time, integrates with the most popular meeting platforms, and can even attend meetings in your place, Otter.ai is for you. In this post, we’ll share exactly how to use Otter, plus we’ll give you some alternative options for […]

The post The Best Way to Get Call Transcriptions (+5 Alternatives) appeared first on .

Imagine the convenience of a hotel concierge, but with a recording that you can customize. That’s the draw of an at-home wake-up call service—which is far more affordable than booking a hotel room just to get access to a concierge. In any case, for less than the cost of a […]

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For most business owners, the main reason why they would outsource their call center services is that it’s usually the least expensive option. Be that as it may, there are several factors that go into the final cost of doing so—including the type of call center, its location, and the […]

The post Call Center Outsourcing Costs: How Much Is It REALLY? appeared first on .

Customers have grown accustomed to the perks, flexibility, and convenience of cloud computing-hosted platforms. In customer service terms, these include personalized interactions, 24/7 access, self-service options, and AI-enhanced features.  A hosted interactive voice response (IVR) is an automated telephone system that operates from a remote server, which users can access […]

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2024 will be an interesting year for call centers. In particular, although providing top-notch user experiences will still be high on everyone’s priority list, service agents themselves may be in for a ride.  Many firms are already implementing AI tools to automate simple issues and offer customers self-service options for […]

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There’s a ton of different call center metrics out there, but there’s just one that you absolutely need to nail: first call resolution. Nothing kills customer loyalty more than not getting solutions right away. Resolving a customer’s query or issue on their very first call is a surefire way to […]

The post The Only KPI That Matters: First Call Resolution. Here’s Why appeared first on .