Recording video calls is becoming easier than ever—and while there’s no reason to record every single meeting you have online, there are many times when…

As a call center manager, it’s your job to ensure peak performance and growth. But how do you know if your team measures up? The…

Imagine the ease your callers would feel if they were ushered down a clear, easy-to-understand path to answer their query instead of interacting with a…

Are you planning to switch from an on-premises communication setup to a cloud-based UCaaS system? Maybe—like most companies who are making the change—you’re excited about…

If you’re thinking about outsourcing your customer service operations, chances are you’ve already experienced the challenges of an overwhelmed support department—or maybe you’ve never had…

If you need one or two numbers to add to your existing phone, Google Voice is an affordable choice for personal and lightweight business use….

IVR stands for Interactive Voice Response, and it’s a technology used in automated phone systems so that businesses and customer support centers can intelligently route…

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. …

RingCentral and 8×8 are both top-tier options in the VoIP phone system and business communications space. While the two platforms have lots of similarities, we…

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…

Genesys Cloud is an enterprise-level contact center and business communications platform. It’s a scalable option for global organizations with thousands of employees—particularly for contact centers…