Call Center Insights and Best Practices Blog

Jan 04, 2021

What Is IP Telephony? How It Works & How It Helps Your Business

Call Center Insights and Best Practices Blog - Voiptime Cloud

IP telephony is becoming increasingly popular in business communications, replacing the good old public switched telephone network (PSTN). We’ve tried to outline the basics of this technology and how your business can benefit from it.

Dec 28, 2020

How to Become a Good Call Center Agent

Call center agents are on the frontline of every business. They are the first point of contact between the customer and business so they are often perceived as the face of the company. How to become a good call center agent? Let’s try to find out.

Dec 23, 2020

How to Create an Accurate and Useful Call Center Quality Monitoring Scorecard? Pro Tips

Call quality monitoring is an important and integral part of a call center workflow. How to make it more efficient and accurate, using evaluation forms? What should you keep in mind when creating every call center agent scorecard template? We’ve tried to outline these and other aspects below.

Dec 22, 2020

Virtual vs On-Premise Call Center. What to Choose?

Remote work is becoming a reality for an increasing number of businesses. Many contact centers have also followed this trend. Do you also need to choose a virtual call center? If yes, what are the advantages? Let’s try to find out.

Dec 11, 2020

What Is ACD System and How It Can Help You

When your business is growing and the number of customer queries in your call center is growing as well. How to optimize your workflow and make your agents not inundated with calls? Let’s talk about Automatic Call Distributor (ACD) and how it can help you in this situation.

Dec 09, 2020

How to Prepare the Effective Outbound Calling Campaign?

The success or failure of the outbound call campaign depends on many factors Luckily it s possible to turn them into your advantage All you need is the right planning and preparation How to effectively prepare for an outbound campaign Here are some expert tips from Voiptime Cloud and Data...

Dec 09, 2020

Top Contact Center Trends 2021 [Updated]

Call center trends in 2020-2021 have driven the growth of call center analytics, social media engagement, and the significance of artificial intelligence. Digital conversion and artificial intelligence (AI) have developed customer expectations. They have become more demanding in terms of quick responses.

Nov 26, 2020

How Can Your Online Shop Benefit From Using Cloud Call Center Software?

Online shopping is becoming increasingly popular and the current situation with COVID- shows that its popularity is something more than just a passing trend People prefer buying online whenever it is possible Let us try to find out how cloud call center software can help your business to thrive in...

Nov 24, 2020

How to Create a User-Friendly IVR Script

As we ve already mentioned in our article about the most common IVR mistakes IVR can have either a positive or negative impact on your customer experience depending on how much attention you pay to its design and maintenance Now let s talk about creating an IVR script How to...

Nov 20, 2020

How to Prepare Your E-Commerce Call Center for Black Friday

Black Friday shopping is expected to move online this year. For e-commerce, it means that this day will be similar to Cyber Monday and the holiday rush will start a bit earlier. How to prepare your e-commerce call center for these virtual crowds? Let’s try to figure out.