Call Center Insights and Best Practices Blog - Page 21

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 abo...

Nov 20, 2020

Author: Tanya Gonchar

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...

Nov 03, 2020

Author: Tanya Gonchar

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 st...

Nov 02, 2020

Author: Tanya Gonchar

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 19, 2020

Author: Tanya Gonchar

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....

Oct 15, 2020

Author: Tanya Gonchar

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 mai...

Oct 12, 2020

Author: Tanya Gonchar

How to Calculate Productivity in the Contact Center

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...