Call Center Insights and Best Practices Blog

Feb 16, 2021

Knowledge Base in Your Call Center. All You Need to Learn on How to Make It Helpful

Call Center Insights and Best Practices Blog - Voiptime Cloud

Many companies experience customer churn because of poor quality of service. How can you make sure your agents meet customer service standards? A good knowledge base is one of the ways to ensure that.

Feb 12, 2021

How to Deal With Angry Customers and Not to Get Mad

Every call center agent has dealt with difficult customers more than once Whether their anger or frustration is justified or not your agents response is what really matters It may make your unhappy customer the happy one or break their relationship with your company Here are some tips on how...

Jan 29, 2021

How the COVID-19 Pandemic Has Influenced the Attrition Rate in Call Centers

Staff attrition in call centers has always been one of the management’s headaches. Has anything changed since the COVID-19 pandemic? How to reduce the attrition rate in your call center? Let’s try to figure it out in our new article.

Jan 27, 2021

Customer Service Standards. What Is It and How to Stand Out From the Crowd

Customer service standards are very important for every business. These guidelines can either improve your customer experience or make it worse than ever. Why are these standards so important and what should you do to make your customer service better? Let’s try to find out.

Jan 26, 2021

The Best Call Center Software Tools for Sales and Customer Service Teams

In today's marketplace, thousands of call center software are available for operating a call center. Consequently, the great challenge is to select the best one, properly implement it and then optimize its day-to-day performance. So, what are call center tools essential for building an effective sales or customer service department?

Jan 04, 2021

What Is IP Telephony? How It Works & How It Helps Your Business

IP telephony is becoming increasingly popular in business communications, replacing the good old public switched telephone network (PSTN). We’ve tried to outline the basics of this technology and how your business can benefit from it.

Dec 28, 2020

How to Become a Good Call Center Agent

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

How to Create an Accurate and Useful Call Center Quality Monitoring Scorecard? Pro Tips

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 tried to outline these and other aspects below.

Dec 11, 2020

What Is ACD System and How It Can Help You

When your business is growing and the number of customer queries in your call center is growing as well. How to optimize your workflow and make your agents not inundated with calls? Let’s talk about Automatic Call Distributor (ACD) and how it can help you in this situation.

Dec 09, 2020

How to Prepare the Effective Outbound Calling Campaign?

The success or failure of the outbound call campaign depends on many factors Luckily it s possible to turn them into your advantage All you need is the right planning and preparation How to effectively prepare for an outbound campaign Here are some expert tips from Voiptime Cloud and Data...