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. …
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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…
Cut Wait Times With These 6 Call Center Queuing Tactics
Sitting on the phone listening to the same hold music over and over is very few people’s idea of a good time. Accordingly, if you…
4 Rules to Join The Right Agents Together In A Call Group
A call group is a team of contact center agents that are grouped together to resolve incoming support calls based on certain criteria. This could…
Tailor Brands Review (2024)
Tailor Brands is an all-in-one business creation, management, and growth platform. It can help with everything from incorporating an LLC and creating a logo to…
What To Say In Every Call to Ensure Call Center Compliance
Every call made by every agent in your call center must meet stringent compliance requirements. Failing to do so even once can subject your business…
How to Record a Phone Call The Legal + Caller-Friendly Way
There are lots of reasons you might need to record a phone call: important meetings, interviews, over-the-phone training sessions, verbal agreements, or even to preserve…
Once Reps Master Call Handling, Sales Volume Takes Off
Call centers with high conversion rates and sales numbers have one thing in common: they all have well-trained agents with solid call handling skills. Whether…