Category Call Center

Dec 28, 2020

Call Center Insights and Best Practices Blog - Voiptime Cloud

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

Author: Tanya Gonchar

How to Create Accurate Call Center Quality Monitoring Scorecard?

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 tr...

Dec 09, 2020

Author: Tanya Gonchar

Top Contact Center Trends [Updated]

Call center trends 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 m...

Nov 26, 2020

Author: Tanya Gonchar

Call Center Software for Online Shops: Main Benefits

Online shopping is becoming increasingly popular and the current situation with COVID-19 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...

Nov 24, 2020

Author: Tanya Gonchar

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 abo...

Nov 20, 2020

Author: Tanya Gonchar

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...

Nov 03, 2020

Author: Tanya Gonchar

Hiring, Onboarding, and Engagement of Work-at-home Agents

Work at home has become a pervasive reality. Many businesses across the globe switched to a remote mode for who knows how long. A pandemic made them rethink their hiring, onboarding, and engagement strategies. We’ve tried to briefly outline what st...

Nov 02, 2020

Author: Tanya Gonchar

Call Center Staffing Calculations: How Many Agents Do You Need?

How to calculate the number of agents properly? It may be quite a challenging task, especially when your call center has just started to work with customers. Let us give you some tips on how to do that.

Oct 19, 2020

Author: Tanya Gonchar

How to Solve VoIP Issues and Improve Your Call Quality

VoIP or Voice over Internet Protocol is a technology that delivers voice communication and multimedia sessions over the Internet. It gives your call center the opportunity to contact with customers across the world. However, it has its flaws as well....

Oct 15, 2020

Author: Tanya Gonchar

Things You Should Not Do With Your IVR and How to Prevent Them

Interactive Voice Response system (IVR) is the first point of contact between your customers and your company. It can have either a positive or negative impact on your customer experience, depending on how much attention you pay to its design and mai...

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