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How To Improve Call Center Agent Performance? Competition
Competition is a natural part of human nature, but it’s not a natural part of call center operations. That said, if you can tap into…
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Free 30-day TrialHow to Reduce Hold Time in a Call Center in 1 Swift Action
There are a lot of ways you can reduce average hold times in your call center. Some involve complicated, multi-step processes that require a ton…
The IVR Authentication Procedure Least Prone to Fraud
Sometimes you only need to enter a simple password before you can gain access to a given application. In other cases, like when your user…
Why a Smart IVR Is Harder to Make Work Than Most Realize
If AI could get tired of being talked about, it probably would by now. Instead, it’s getting shoehorned into just about every facet of everyday…
#1 Software To Use To Build A Call Center Knowledge Base
A call center’s knowledge base includes vital information about its overarching business, including everything from standard operating procedures and company policies to troubleshooting guides and…
The 7 Best Healthcare & Medical Call Center Software–2024
The best healthcare call center software improves the patient experience AND optimizes internal workflows to keep your practice running smoothly. The wrong one can leave…
Call Center Shrinkage <30% Is Good (+To Do’s If It’s More)
Call center shrinkage refers to the percentage of time your customer support agents are on the clock but unavailable to take calls. This is the…
100% Call Center Adherence Isn’t The Goal – Here’s What Is
There are people out there who strive to hit the 100% mark in everything they do, from school papers to personal fitness and customer satisfaction….
4 Signs You Need to Upgrade to An Intelligent IVR
Traditional IVR systems can route callers to the right department and the next available live agent. Overall, it’s a simple and pretty straightforward system; when…
What a Multi-Level IVR Has That a Traditional One Doesn’t
While interactive voice response (IVR) systems provide business call centers with automated call routing and convenient self-service options for their customers, a single-level option can…
Should You Believe the Hype About Call Center AI?
You can’t spend five minutes on the internet these days without running across something that is either about AI or was created by it. Call…
Exactly What Calls To Map Out With a Call Flow Diagram
A call flow diagram serves as a general visual roadmap for how callers can expect to progress through an interactive voice response (IVR) system. It…
A Call Path Is The Route Your Call Takes to Connect. And?
A call path is the journey a phone call travels from the moment you press send until it reaches the person on the other end…
A VoIP Call Center Must Have 5 Features to Be Worth The $
As any call center manager knows, an effective team needs to be able to scale up and down in size without affecting the quality of…
Nextiva vs Dialpad Comparison–Which One’s Right for You?
We recommend Nextiva for most people trying to decide between the two because it’s easy to use, deploy, and scale no matter how you plan…
The Only IVR Testing Tools Needed (+Where to Get Them)
IVR (interactive voice response) phone systems are often the first line of contact between a business and its customers. This means that any technical flaw…
The #1 Call Simulator Turning Staff Into Pro Call Handlers
Getting ready for a big game involves a lot of practice and preparation so you’re at your best when the time comes. In the customer…
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