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Call Center

Oct 12, 2020

How to Calculate Productivity in the Contact Center

Call Center Insights and Best Practices Blog - Voiptime Cloud

It is a tricky question for any contact center manager. Which metrics to take into account and which not? How to measure agent productivity properly? We’ve tried to answer these questions.

Oct 07, 2020

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 remote team effectively and keep your agents engaged.

Oct 05, 2020

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 this step.

Sep 14, 2020

What Equipment Is Required To Run An In-house Call Center

The equipment is one of the most important components in running a call center. It ensures the future capacity and scalability of your call center, its functionality, and reliability.

Sep 10, 2020

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 outline the software features...

Jul 19, 2020

8 Telesales Strategies that Really Work

Is telesales still an effective sales strategy in nowadays market? It may surprise you to learn that despite its doubtful reputation, telemarketing, when done respectfully and thoughtfully, is still considered to be one of the most powerful ways to generate new leads and close sales.

May 25, 2020

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 cloud vendor and still get the functionality of a full-fledged facility.

May 11, 2020

Call Center KPIs and Metrics 2020 [ULTIMATE GUIDE]

The times when organizations used to rely on intuition and educated guesses in making strategic decisions are long gone To meet your business goals now you need to measure the right metrics And when it comes to the operationally complex business elements like call centers the choice of KPIs can...

Apr 29, 2020

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 customer service.

Apr 27, 2020

Top 10 Contact Center Trends 2020

Call center trends in 2019-2020 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 more demanding in terms of quick responses.

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