Your content marketing strategy influences how you reach your audience. If you don’t have a content strategy, now’s the time to create one. Many businesses feel overwhelmed about where to…
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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…
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Free 30-day TrialSix 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…
Overwhelmed With Call Center Metrics? Only These 5 Matter
If you’ve ever worked at a call center, you know the conversation of KPIs and performance metrics is never-ending. At a certain point, it just…
If UDP Isn’t Error-Free, Why Is It Perfect for Streaming?
UDP (User Datagram Protocol) is a transport layer network protocol that provides a fast and efficient means of transmitting data. It doesn’t always provide a…
5 Easy (and Impactful) Call Center Trends For 2024
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…
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…
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…
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