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Oct 31, 2023

Everything You Need to Know about First Call Resolution

Call Center Insights and Best Practices Blog - Voiptime Cloud

To keep existing customers satisfied, a high level of call center service is extremely important. One of the key metrics to measuring customer satisfaction is FCR (First Call Resolution). It shows whether the customer’s problem or issue was resolve...

Oct 24, 2023

Author: Tanya Gonchar

All the Call Center’s Men: Typical Call Center Structure

Which roles and units are must-have in your call center? What responsibilities and skills are required to run its operations at different levels? We have tried to take a close look at the typical call center structure.

Sep 06, 2023

Author: Tanya Gonchar

The Ultimate Guide to Cold Calling Scripts

Every cold call is going to be a lot more effective if you know exactly what you want to achieve with this interaction and prepare for each call in advance. In this guide, we’ll show you how something as simple as a cold call script can help you ma...

Aug 21, 2023

Author: Tanya Gonchar

Contact Center vs Call Center: What's the Difference?

The rivalry is immensely rigid in every industry, so businesses currently encounter a huge challenge ‒ how to meet the demanding customer expectations? Whether you provide a service or sell a product, your business must guarantee a user experience ...

Jul 14, 2023

Author: Tanya Gonchar

How Much Does Your Call Center Cost?

During highly competitive times, all smart executives of contact centers consider reducing call center costs on calling while maintaining or improving the customer service quality. Call center costs are a great part of business expenses, and the lowe...

Jul 03, 2023

Author: Tanya Gonchar

Customer Service in E-commerce & Dropshipping: Best Practices and Tips

The e-commerce market is constantly evolving. So do the customer expectations for the ideal online shopping experience. How can you meet them and close more sales? Check out our tips on how to deliver top-notch customer service.

Jun 15, 2023

Author: Tanya Gonchar

Customer Complaints Handling: Universal Guide

Customer complaints handling is one of the hottest topics these days. All managers over the world look for effective strategies and blueprints for customer complaints handling and related issues. Interestingly, even if you are the best company on the...

May 12, 2023

Author: Tanya Gonchar

Customer Service Skills: Best Practices

A great product is the reason why customers came to you. And great customer service with remarkable customer service communication skills that defuse every customer complaint is something they need constantly, as well as customer service management s...

Dec 30, 2021

Author: Gonchar

The Proven Ways To Successfully Incentivize Reps

Hint: It’s NOT What You Think! The bloodstream and most valuable asset of any organization are the people. As long as everyone perceives themselves the part of the overall success, the work is as productive as possible. However, during the pande...

Dec 24, 2021

Author: Gonchar

Time For You To Get Your "Blueprint For Difficult Customer Service Scenarios"

Among all other actions, companies should hold successful customer interactions as goal number one. Easy to say and much more difficult to fulfill, especially, during challenging customer service situations that might arise. Fortunately, there are pr...