Category Call Center

Oct 12, 2020

How to Calculate Productivity in the Contact Center

Call Center Insights and Best Practices Blog - Voiptime Cloud

Is measuring productivity in a contact center hard? We don’t think so. Which metrics should you take a close view of? How to measure agent productivity properly? We’ve answered these valuable questions. And answers might surprise you.

Oct 07, 2020

Author: Tanya Gonchar

Scattered but Connected: How to Manage a Remote Call Center Team

Nowadays remote work is a necessity for many industries, including call centers. It dramatically changes all the working processes in a call center and poses many challenges both to leaders and employees. Let us try to find out how to manage your rem...

Oct 05, 2020

Author: Tanya Gonchar

The Pros and Cons of Call Center Outsourcing

It goes without saying that call centers are an important part of every company. Nevertheless, outsourcing your call center functions may seem appealing for many reasons - from financial to administrative. Let us take a look at the pros and cons of t...

Sep 10, 2020

Author: Tanya Gonchar

7 Must-Have Contact Center Software Features

When setting up a contact center you have to take many aspects into account and efficient software is one of the most important. There is a wide range of call & contact center solutions so it may be quite difficult to choose the most suitable. Let us...

May 25, 2020

Author: Tanya Gonchar

How to Migrate to the Cloud and Take Your Data with You?

Over the last decade, contact centers evolved exponentially. Some six or seven years ago, you needed to purchase a bunch of expensive equipment and constantly invest in on-site support and maintenance. These days, you can entrust everything to the cl...

May 21, 2020

Author: Tanya Gonchar

B2B Cold Calling Tips for Overcoming Objections [TEMPLATES]

One of the most challenging parts of B2B sales calls is overcoming objections that prospective clients may come up with trying to avoid your sales pitch. As a result, cold calling potential prospects can be hard and frustrating.

Apr 29, 2020

Author: Tanya Gonchar

Best Ways to Reduce Cost-per-Call in a Call Center

Taking into account the number of expenses that are inevitably required to operate a call center, one of the most important responsibilities of call center managers is to find out how they can reduce costs so that this does not affect the quality of ...

Apr 08, 2020

Author: Tanya Gonchar

Coronavirus Creates a Stressful Experiment in Working Remotely

Even before the pandemic began, working remotely was not something new for certain areas only. Most companies from different fields now have the opportunity to work remotely, and many have never had this experience. As the virus spreads around the wo...

Jan 03, 2020

Author: Tanya Gonchar

Real-Time Monitoring in the Contact Center: Top 5 Benefits from Voiptime

Every business owner wants to achieve maximum efficiency, but let's be honest, you can’t improve what you can't measure. That's why real-time monitoring is extremely helpful for your business. It gives you more control over the processes, and it's ...

Dec 17, 2019

Author: Tanya Gonchar

Call Center Discipline Tips You Need To Learn Now

If you’ve ever had a chance to run your call center, you know that discipline can be a pressing issue. Things like lateness, unplanned days off, and low KPIs can really damage your bottom line. Whereas you don’t want to be a nightmare boss who gi...

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