Category Call Center

Jun 14, 2024

Average Hold Time: All You Wanted To Ask About It

Call Center Insights and Best Practices Blog - Voiptime Cloud

There are dozens of call center metrics to track, and they relate to different aspects of call center operations and functioning of your department. Nevertheless, some of those call center metrics are a little bit more important than other, at least ...

Jun 14, 2024

Author: Eugene Siuch

Customer Experience Trends for 2025

As 2024 is slowly coming to an end, it's time to take stock and evaluate what we can expect in the future. The VoIPTime team, which develops and implements CRM systems, contact center solutions, and AI-based solutions, given its many years of experie...

Jun 12, 2024

Author: Eugene Siuch

Customer Journey Mapping: Complete Tutorial with Useful Tips

Some fundamental things make the sales process more manageable and let managers understand customer behavior, expectations, and trends. Successful enterprises try to understand and foresee every step of their prospective customers. To tell the truth,...

May 28, 2024

Author: Eugene Siuch

Call Center Shrinkage: Calculation, Definition and Resolution Practices

As call centers are the customer service departments or sales departments, the call center performance totally depends on the productivity and quality of customer service provided by call center agents

May 24, 2024

Author: Eugene Siuch

Customer Interaction Management: The Best Practices

Customer-brand relationships consist of customer interactions. Surely, it also includes such aspects as customer experience, customer sentiment, customer loyalty, and so on, but all these aspects are about customer interactions and how customers eval...

May 01, 2024

Author: Eugene Siuch

Unified Communications as a Service (UCaaS): Facts You Didn't Know

When it comes to researching available communication solutions for your business, there can be confusions. We always write about contact center solutions, which are often called CCaaS (Contact Center as a Service), a type of SaaS (Software as a Servi...

Apr 26, 2024

Author: Eugene Siuch

Contact Center as a Service (CCaaS): Complete Guide

Call center software isn’t a simple tool that allows you to handle inbound calls, provide voice services or run telemarketing campaigns - it is a complicated environment, a full-fledged business system that provides features for managing numerous b...

Apr 23, 2024

Author: Eugene Siuch

What Are the Types of Call Centers: Full Guide

For people who are not familiar with call center industry and all nuances of it, it is sometimes difficult to understand all the internal industry terms that are used to determine different types of call center organizational structure, purpose or ty...

Apr 18, 2024

Author: Eugene Siuch

CSAT Questions: Measure Customer Satisfaction Properly

Customer satisfaction is one of the most important customer service metrics to track - it’s an axiom. Customer satisfaction allows you to understand how satisfied customers are with your products and services, and it can be measured for every one o...

Apr 15, 2024

Author: Eugene Siuch

Hybrid Call Center: the Soon-Coming Future or a Short-Lasting Trend?

It’s needless to say that remote work is becoming something more than just a passing trend. However, it doesn’t mean that the office will disappear. Companies still need it. Let’s try to find out how to organize the workflow in the office of th...

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