Call Center Insights and Best Practices Blog

Nov 24, 2020

How to Create a User-Friendly IVR Script

Call Center Insights and Best Practices Blog - Voiptime Cloud

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 about creating an IVR script How to...

Nov 20, 2020

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’s try to figure out.

Nov 16, 2020

All the Call Center’s Men: Typical Call Center Structure

Which roles and units are must-have in your call center? What responsibilities and skills are required to run its operations at different levels? We have tried to take a close look at the typical call center structure.

Nov 03, 2020

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 steps your contact center should take to reduce employee...

Nov 02, 2020

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 30, 2020

How to Reduce Abandon Call Rate in Your Call Center

Abandon call rate (ACR) is one of the most important call center KPIs. It can either increase your customer satisfaction or make it lower than ever. How to calculate and reduce ACR for inbound and outbound calls? We’ve tried to outline what you need to learn about it.

Oct 28, 2020

Why Call Center Is Important in the Insurance Industry

The call center is one of the first points of contact between customers and your company. It can have both positive and negative impacts on their decision. Why is the call center so important in the insurance industry and how can you benefit from it?

Oct 19, 2020

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 What are the most common VoIP issues and how to...

Oct 15, 2020

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 maintenance Let us outline the most common IVR mistakes...

Oct 12, 2020

How to Calculate Productivity in the Contact Center

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.