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Call Center Metrics
Call Center Insights and Best Practices Blog - Voiptime Cloud
There are numerous call center KPIs but some of them really make difference for any organization and any business One such metric is a call abandonment rate as it points to many vital factors and areas of improvement and is one of the best indicators of your overall customer service...

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Call Center Insights and Best Practices Blog - Voiptime Cloud
What makes business stable and successful Numerous factors influence the overall success of the company but the main one is how you work with customer data Every conversion and touchpoint is an irreplaceable source of information about customer persona their wishes and expectations preferences and surely your improvement areas Therefore...

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Call Center Insights and Best Practices Blog - Voiptime Cloud
Business is always about money And to surely know where your loyal customers are doing business with your company and where they are switching to another brand Thus you need to collect relevant data regarding your call center customer experience CX How much data do you actually need The answer...

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Call Center Insights and Best Practices Blog - Voiptime Cloud
There is one generally acknowledged fact that retention of customers brings much more outcomes than customer acquisition Additionally it is way cheaper to make the current customer stay than to find interest and convince first-time customers - numerous studies prove this statement so there is no sense in doubting it...

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Call Center Insights and Best Practices Blog - Voiptime Cloud
In this issue you'll also discover How to ensure customer loyalty by keeping the top level of customer service What do loyal customers want to see in your services Hint Forget about tricks and gimmicks because customers are too smart How to negotiate with callers to ensure customer journey How...

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Call Center Insights and Best Practices Blog - Voiptime Cloud
Why do call centers have high turnover rates It is the question that disturbs numerous managers and even persons who are not related to the industry Call center attrition seems to be the highest among almost all industries and average call center turnover is also huger What is the root...

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Call Center Insights and Best Practices Blog - Voiptime Cloud
Some other call center experts call such guides as how to avoid escalation calls but this is not a very precise definition just because you can t fully avoid call escalation Angry customers are an integral part of any call center but the goal is to take control of the...

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Call Center Insights and Best Practices Blog - Voiptime Cloud
A service level agreement is a contract allying two organizations or two departments of one company that determines the listing of services and their benefits to be furnished during the committed term In short it is the deal that contains the kinds of benefits that will be furnished by the...

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Call Center Insights and Best Practices Blog - Voiptime Cloud
Have you ever called the customer support center If yes you know how it sometimes happens when the operators are too busy to handle all the customer calls and you have to wait for a response When you are waiting in line for the first available agent it is the...

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Call Center Insights and Best Practices Blog - Voiptime Cloud
Many experts state that the bigger the call center occupancy rate is the better it is for key performance indicators contact center KPIs and whole call center operations This statement argues for it that the occupancy rate demonstrates the real productive term spent during working hours Another popular thought is...

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