A contact center is like a call center on steroids; in addition to providing customer service via voice calls, a contact center offers customers a…
Today's Eggspert
If Your Call Center Benchmarks Are Here, You’re On Track
As a call center manager, it’s your job to ensure peak performance and growth. But how do you know if your team measures up? The…
This One Action Guarantees an IVR Call Flow Customers Love
Imagine the ease your callers would feel if they were ushered down a clear, easy-to-understand path to answer their query instead of interacting with a…
The Only Way To Execute A UCaaS Migration Under Budget
Are you planning to switch from an on-premises communication setup to a cloud-based UCaaS system? Maybe—like most companies who are making the change—you’re excited about…
The Only 3 Cases Call Center Outsourcing Costs Are Worth It
If you’re thinking about outsourcing your customer service operations, chances are you’ve already experienced the challenges of an overwhelmed support department—or maybe you’ve never had…
Best IVR Systems Compared
IVR stands for Interactive Voice Response, and it’s a technology used in automated phone systems so that businesses and customer support centers can intelligently route…
The Only Way to Do Call Center Disaster Recovery Training
When disaster strikes at your call center, every second counts—because without access to critical systems and data, your customer service can grind to a halt. …
Agents Lack Accountability? It’s Your Call Center Workflow
A call center workflow is a pre-planned set of processes, tasks, and steps that can help agents resolve incoming customer service inquiries by following consistent…
The Appeal of UCaaS Is Clear, But What About the Price?
Remember the early days of the internet, when you still had to juggle a dozen different communication tools? There were emails for this, video calls…
Call Center BPO: Hand Over Back-Office Duties vs. Calls
Business process outsourcing (BPO) is a method of hiring another company to conduct some of your business’s core operations and functions. For many people, one…