A customer calling into a company wants to know that they will reach the intended target as quickly as possible. The only problem is, if that company does not have a proper way to get the caller to that party, the overall experience could be less than optimal. In the call center environment, the sheer […]

Call tracking software is a powerful tool to use within your call or contact center, yet too many center managers overlook this crucial piece of software. One of the key reasons why this technology should be a main focus within your center is that your center does not operate on an island. Everything that a […]

In the world of call centers, call monitoring solutions are often put in place to be sure agents are performing as expected, to adhere to industry regulations or to ensure the company is protected in the event of a dispute. What may easily be overlooked is the potential call monitoring solutions offer in helping to […]

The ever changing demands of the consumer sector are making it increasingly difficult to satisfy all needs with a traditional brick-and-mortar call center. As a result, companies are increasingly turning to the hosted call center to meet their customer service needs without having to invest heavily in a traditional business model. Roughly 10 to 15 […]

Within the call center realm, there are a number of actions that take up considerable time. Every minute that is spent not on the phone with a client adds cost to the overall operation of the center. This is especially true if the center focuses on sales as every activity not directly affecting a particular […]

There has been much hype in the telecommunications sector as of late surrounding the concept of cloud computing and hosted solutions. And, while it would be easy to assume the constant focus is little more than hype over new technology solutions, such an assumption would ensure you would miss the benefits that can be delivered […]

The call center is a vital division of any company, yet it is also often the most expensive. As a result, decision makers often need justification for purchasing any type of technology or software solution. It may be easily assumed that a predictive dialer is essential for the call center – at least for the […]

Call center technology can do wonderful things for your contact center environment, including route calls to the right agents, integrate training into the typical workday and provide real-time monitoring of all agent and transaction activity. With so many technology solutions available today – and budgets tighter than ever before – how do you select the […]

Voice over Internet Protocol (VoIP) is increasing in adoption throughout the contact center industry as organizations of all sizes are recognizing the value this technology platform can deliver to the bottom line. Interestingly, while the VoIP call center can run at a much lower cost than traditional centers; there are other benefits such as increased […]

Technology has done wonders for the call center, introducing new techniques and streamlining complicated tasks all in the name of serving the customer. The available software solutions today can address anything from data capture and customer relationship management (CRM) integration to identifying training deficits as training sessions  are launched during downtimes for individual agents. With […]