Category: tech

Call center scripts can be an effective tool for agents to use during customer interactions. They provide agents with a structure on how to interact with customers and ensure important information is communicated consistently and accurately.  However, while they’re helpful, they can also become limiting if your agents begin to […]

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There’s nothing worse than a spam call interrupting your day. Fortunately, there are a few easy ways to prevent them entirely. Each method is completely free and takes only a few minutes to set up.  Although you may still get the occasional cold call from organizations in the non-profit or […]

The post Getting Unwanted Calls? Use the Do Not Call List (With Ease) appeared first on .

Call center burnout is a rampant plague across the industry, and even the best teams can fall victim to it. One day, everything seems to be fine—but then your agents gradually start underperforming and disengaging, and then your KPIs start dropping. Before you know it, you’re in full-on burnout damage […]

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Interactive Voice Response (IVR) menus are a quick and easy way to enhance the customer support experience that your company can offer over the phone. They allow callers to navigate through self-service menus by pressing numbers on their keypads or by speaking with an automated conversational response system.  IVRs that […]

The post 5 Reasons Your Customers Hang Up During Your IVR Menu appeared first on .

Gone are the days when each piece of software existed in a vacuum. Thanks to APIs (Application Programming Interfaces), software now communicates between each other easily. However, businesses often buy software without considering what they truly need—especially when it comes to call center solutions. When you start using a call […]

The post 9 Call Center Integrations You Can’t Afford to Overlook appeared first on .

Caller ID has been helping us screen calls from telemarketers, ex-partners, and overly chatty relatives since the late 1980s. Nevertheless, spam callers keep finding new ways to get around it. In fact, it’s gotten so bad that a prevailing opinion these days is to avoid picking up any call that […]

The post Normal Caller ID Not Good Enough? Here’s the Best Alternatives appeared first on .

When done right, good IVR routing provides your customers with a better call-in experience, improves your call center metrics, and makes your agents’ lives easier by ensuring they’re getting the callers that are best suited to their expertise. Additionally, it reduces the number of queries going to your agents that […]

The post 5 IVR Routing Strategies (and Which One You Should Use) appeared first on .

When running a call center, it behooves you to check your CDRs (Call Detail Records) from time to time.  These are not full scripts of entire conversations, but rather, a stored log of information about every phone interaction between your call center agents and your customers. Typically, the details include […]

The post 5 Surprising Things Call Detail Records Can Help You Manage appeared first on .

Cloud calling—also known as telephony—might just be the best phone system set-up for your business for a long list of reasons. It’s flexible, inexpensive, and it doesn’t require a lot of equipment or technical knowledge. But cloud calling isn’t a one-size-fits-all solution. Rather, it’s an option that can work well […]

The post Is Cloud Calling Right for Your Business? Probably appeared first on .

Automatic call distribution (ACD) is a technology used in call centers to distribute incoming calls evenly among customer service agents. ACD helps you make sure every calling customer is connected to an agent as quickly and efficiently as possible. ACD might sound like a great idea for every type of […]

The post When to Use Automatic Call Distribution (And When to Avoid It) appeared first on .

There are plenty of motivational call center tips out there that sound great on the surface but don’t actually do anything for your team.  It’s like putting up a cheesy (and completely ignorable) poster in your office that says, “Take the next step. Build your legacy. Change lives today. What […]

The post Call Center Agents Only Need One Thing to Stay Motivated appeared first on .

When you’re so fed up with playing phone tag that you’re finally going to do something about it, call forwarding is one of the best things you can do. With this feature activated, you can redirect calls from any landline or mobile phone to another number—so you’ll never have to […]

The post The Simple Trick for Limitless Call Forwarding appeared first on .

It’s not easy to set your resume apart from your competition. Most job applicants get rejected in the first round of application screening, and only 2 to 3% of applicants receive an interview call. So what changes can you make to your resume to increase your chances of getting a […]

The post 8 Easy Tricks to Have the Perfect Call Center Resume appeared first on .

The most basic hosted IVR plans can cost as little as $20 per user per month. For more advanced cloud-based IVR systems, prices can go up to several hundred dollars per user per month. On-premise IVR systems involve a larger upfront investment, ranging from $5,000 for the most basic setup […]

The post Can’t Find Clear IVR Pricing? These Estimates Will Help appeared first on .

Call center workflows can help you automate tasks, free up your agents’ time, stay financially lean, and ensure that customer inquiries are handled on time.  However useful they may be, though, you don’t need a million workflows to get your call center going. Just the right ones. Pro-Tips for Implementing […]

The post 5 Cost-Cutting Call Center Workflows You Can Copy Right Now appeared first on .

Sales and technical support teams are like little armies protecting a company’s reputation. Call center representatives, meanwhile, are like field commanders who answer calls, troubleshoot issues, and track all of their progress to protect the company and its customers. But being a call center representative requires a lot of skills […]

The post 7 Tips To Land Your First Customer Service Call Center Job appeared first on .

Although call masking can be used to keep some phone numbers hidden, it’s nice to know who is calling you the rest of the time. One of the lesser-known ways of doing so is to have your device announce caller names out loud. Not only can this save you time, […]

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