Imagine your phone rings and you answer it to find absolutely nothing on the other end—no voices, background noises, or static of any kind. This…
Today's Eggspert
TCP vs UDP: Do You Care About Packet Loss or Delay?
TCP (Transmission Control Protocol) and UDP (User Datagram Protocol) are transport network protocols that enable communication between computers over the internet. In general, TCP is…
Six Warning Signs Visible Only with Call Center Analytics
The world has already generated over 79 zettabytes of data—and forecasters say we’ll more than double that by 2025. The best part about this? Data…
6 UCaaS Trends Pushing Even Reluctant Firms Into the Cloud
Unified Communications as a Service (UCaaS) is a cloud-based delivery model that brings communications into a single platform, such as internal messaging, videoconferencing, or VoIP…
Call Masking Is Legal, But Is It Actually Valuable?
Call masking is a service that allows you to replace your phone number temporarily with a stand-in or proxy number. Often a standard feature of…
7 Ways To Streamline Any IVR Menu + 5 Snags To Avoid
A good business makes a good impression—and for many organizations, the first touchpoint they have with customers is through their interactive voice response (IVR) menu….
Hosted IVR Deploys in Hours (Not Months) With No Hardware
Speed is the currency of business; the faster you’re able to move, the greater your chances of success. That’s why deploying a new Interactive Voice…
Call Center KPIs Scare You? These 6 Are Easiest to Grasp
KPIs, also known as key performance indicators, are the backbone of any call center. They provide organizations with clear, helpful data to better understand performance…
ACD vs. IVR and Why Most Call Centers Use Both
Most successful business owners know the importance of hiring people who both specialize in their roles and can collaborate effectively with their colleagues. The same…
Employers Hire and Promote Based On Nine Call Center Skills
Every year, call centers of every size and type lose nearly 40 percent of their staff due to turnover. That’s more than double the rate…