Contact Center
What Is Call Monitoring? Learn How Call Monitoring Works
What Is Call Monitoring? Learn How Call Monitoring Works If you’ve found this article, you’re probably curious about the ins and outs of call monitoring– and you’ve come to the right place! We all know that call monitoring is used by companies all the time, but how, or why? Or maybe, you’re looking for call…
Read MoreHow to Reduce Hold Time in a Call Center
How to Reduce Hold Time in a Call Center Don’t let bad hold practices be the reason you lose customers! Customers dial call centers for fast solutions and answers, don’t disappoint them and place them on hold. No one wants to waste their time by placing their phones on speaker and blasting hold music waiting…
Read MoreBest Ways to Use Call Center Scripts
Call Center Script Best Practices | Best Ways to Use Call Scripts As a provider of some of the most effective, yet affordable, inbound call center software on the market, we are all about effective tools like call center scripts. When your customers think of call center scripts, they usually think of your agents reading…
Read MoreHow to Manage Call Center Agent Auxiliary Time
How to Manage Call Center Agent Auxiliary Time One of the key aspects of running a contact center is agent time management. And while most of your agents’ time is spent on the phone, it’s just as important to manage the time that your agents spend off the phone. As a provider of some of…
Read MoreTop Call Center Etiquette Tips (Customer Service Phone Etiquette & Call Handling Rules)
Customer Service Etiquette: How to Speak to Customers in the Call Center Trying to establish rules and procedures that lead to excellent etiquette in your call center? Learn the best practices for handling calls and speaking to customers in the call center. Establishing great customer service etiquette standards is one of the most important things…
Read MoreHow to Handle Angry Customers on the Phone
How to Handle Angry Customers on the Phone: Tips on What to Say Call center jobs are already stressful, and dealing with frustrated customers doesn’t make your job any easier. In fact, handling difficult customers over the phone is consistently listed among the top 3 reasons for turnover in the call center. Helping your agents…
Read MoreCall Center Training Best Practices
Top 7 Call Center Agent Training Tips, Techniques, and Best Practices Call center agent training is one of the most researched topics when it comes to customer experience. However, managers still have huge problems identifying the best call center agent training techniques for their teams. When agents are asked how they would recommend improving their…
Read More7 Qualities of a Successful Call Center Agent
7 Qualities of a Great Call Center Agent Whether you want to become the best call center agent you can be, or you want to make a new hire based on the top skills and abilities a great call center agent needs, having the right people on your team saves you time and money. But…
Read MoreHow to Manage Remote Call Center Agents
Managing Virtual Call Center Agents: Tips for Remote Call Centers Looking to learn how to effective manage remote call center agents? Today’s virtual call center solutions allow for more flexibility than ever, especially when it comes to remote agents. But, because remote employees work outside of a central office or location, some virtual call center…
Read MoreBest Call Management Software (2019)
Call Management Software Call management software is a business tool that allows your customers to get connected with the proper agents and help decrease wait times for those who call your business. There are a lot of options out there for call management systems and can be extremely overwhelming. We are here to help. In this…
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