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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…
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Free 30-day TrialHow To Record a Phone Call On Your iPhone – No Downloads
The bad news is that, if you’re an Apple user, there’s no built-in iPhone call recording feature you can use. The good news? There’s a…
How Google Voice Works (And When You Should Use It)
Google Voice is a voice over internet protocol (VoIP) phone service that allows you to make and receive calls from anywhere in the world without…
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…
How to Become a Good Call Center Agent and Get Promoted
Mastering the skills required to become a good call center agent is worth your while. With more remote call center jobs than ever before, skilled…
Freshdesk Review
Freshdesk is a strong help desk solution–it intuitively converts your customer emails into tickets so your team can easily manage and prioritize them. Not only…
CloudTalk Review–The Good and Bad
Cloudtalk is an entry-level call center solution with big-business call routing options and a lower price tag than most of its competitors. With it, you…
Poly Blackwire 720: Best Headset For (Most) Call Centers
While there’s no shortage of high-end equipment you can purchase for your call center, you can’t forget the essentials. And there’s nothing more important to…
Talkdesk Review
Talkdesk is a fully-fledged cloud-based Contact Center as a Service (CCaaS) platform that’s known for reliability. It also strikes a perfect balance between being easy…
Nice CXone Review
NICE CXone is a cloud-native customer experience (CX) platform that deserves strong consideration from enterprises seeking to consolidate their CX stacks into a single unified…
Automatic Call Distributor: Call Routing Rules Matter Most
An automatic call distributor (ACD) is a telephony device that routes incoming calls to available call center agents based on predetermined call-routing rules. ACD is…
Five9 Review
If your business is in need of a cloud-based contact center solution that prioritizes both customer experience and agent empowerment—while also leveraging AI to automate…
Pick Rev for Call Transcription (Unless It’s A Video Call)
Finding the time and effort to transcribe important customer service, sales, and other essential calls can be a major hassle for many businesses. If you’ve…
Dial-in Conference Calls are Useless. Except in 2 Cases
Today, video conferencing is the most popular way to conduct meetings for remote teams and other groups of people in different locations. For the most…
A Blueprint You Can Steal to Make Cloud Calling Set Up Easy
Cloud calling systems help your business operations break out of the physical office and into the cloud. With these systems, remote teams can stay connected…
2 Easy Ways to Join a Conference Bridge Call (+Tips for a Smooth Call)
Conference bridge calls are like virtual meeting rooms where people can join discussions remotely from any location. Getting everyone on the call may seem challenging,…
Want Your Agents to Stay? Use Call Center Workforce Management
High turnover rates in call centers are a well-documented problem. Agents face a ton of pressure from tough work environments, which can include lack of…
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