Despite the hype around AI and machine learning, we don’t exactly foresee them having a significant effect on the majority of call centers for a…
Today's Eggspert
UCaaS vs CPaaS and the Pain Points That Make People Switch
UCaaS and CPaaS are two cloud-based solutions that aptly meet modern communication and collaboration needs. Both enable audio, video, and chat conferencing as well as…
Answering Services or Call Center Services? Neither. Here’s Why.
When it comes to managing inbound calls, businesses often debate between answering services and call center services. On the one hand, you can route calls…
Call Center or Contact Center? The Latter, Here’s Why
Imagine you call a business’s customer service line with what seems like a simple request, but you get bounced around from agent to agent, each…
14 IVR Script Examples That Work Again and Again
If you’ve noticed that most IVR (Interactive Voice Response) scripts sound the same, that’s because, well, they are the same. This isn’t by accident. There’s…
Call Center Avoidance = Poor Culture (Here’s an Easy Fix)
There’s no other way to put it: call avoidance can cost call center agents their jobs if they don’t address it, and the most common…
UCaaS Architecture and When You Must Pay for Single Tenancy
Unified Communications as a Service (UCaaS) solutions combine apps and services such as call, chat, video, and video conferencing into a single cloud-based platform. It’s…
9 Unmissable Criteria for Call Center Quality Assurance
Call center quality assurance (QA) is crucial for the success of any contact center, no matter its size or industry. Implementing call center QA criteria…
5 Trusted IVR Testing Methods and What Each One Tells You
If you’ve ever navigated an entire phone menu just so you could reach a human at the end, that was probably an Interactive Voice Response…
7 Perfect Places For Visual IVR (+3 Where It’s Excessive)
As more and more companies are building their call center operations around VoIP and IVR technology, many are now adding visual IVR to the mix….