Call Center Insights and Best Practices Blog - Page 20

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

Author: Tanya Gonchar

How to Deal With Angry Customers and Not to Get Mad [GUIDE]

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 relation...

Jan 29, 2021

Author: Tanya Gonchar

How the COVID-19 Pandemic Influenced the Call Center Attrition Rate

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

Author: Tanya Gonchar

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 bette...

Jan 26, 2021

Author: Tanya Gonchar

The Best Call Center Software for Sales and Customer Service

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 ce...

Jan 04, 2021

Author: Tanya Gonchar

What Is IP Telephony: 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

Author: Tanya Gonchar

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

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...