Operations

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 […]

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

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

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

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

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

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

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