Call Center Insights and Best Practices Blog

Oct 05, 2022

ACD versus IVR: Dissimilarity, Purpose, and Goal

Call Center Insights and Best Practices Blog - Voiptime Cloud

Have you ever contacted any customer support department If yes then we can bet that you have experience in interacting with IVR or ACD technology Contrastively it is almost clear that you haven t asked yourself how routing is functioning in the customer service units and what are the names...

Oct 03, 2022

Customer Service Performance Review Universal Guide

What is the most complex way to push the agent to self-improvement Only by providing him constructive feedback no matter if it is positive or negative feedback While positive feedback plays a role of a strong empowering factor negative feedback is a tool to demonstrate weaknesses and imperfections A call...

Sep 30, 2022

Automated Calling Guide

It is totally clear that the best way of contact is a personalized way but it is not always possible and needed to provide such contact What s more some automated systems of communication may easily replace personal contact in some cases On the one hand such a statement denies...

Sep 28, 2022

Proactive customer service: ideal solution or a pig in a poke?

Customer service as an industry keeps changing every year People s expectations are growing up technologies are developing fast and new approaches are discovered and implemented by various managers and companies Anyhow the goal is stable and the same as it has been for years - the perfect customer experience...

Sep 26, 2022

Call Center SLA

A service level agreement is a contract allying two organizations or two departments of one company that determines the listing of services and their benefits to be furnished during the committed term In short it is the deal that contains the kinds of benefits that will be furnished by the...

Sep 21, 2022

Call Queue Meaning and Its Influence on the Contact Center Performance

Have you ever called the customer support center If yes you know how it sometimes happens when the operators are too busy to handle all the customer calls and you have to wait for a response When you are waiting in line for the first available agent it is the...

Sep 19, 2022

Best Voicemail Scripts to Make Easy Sales

Leaving a voicemail may seem to have no connection with effective cold calling campaigns We used to understand outbound sales as live sales calls or cold emails during which a deal is closed or a lead is at least warmed for further communication As a consequence people used to consider...

Sep 16, 2022

Contact Center Occupancy: Where Lies the Golden Mean

Many experts state that the bigger the call center occupancy rate is the better it is for key performance indicators contact center KPIs and whole call center operations This statement argues for it that the occupancy rate demonstrates the real productive term spent during working hours Another popular thought is...

Sep 14, 2022

Call Center Coaching Tips and Tricks

Permanent improvement of all performance issues is one of the significant business goals A call center is a system whose primary purpose is to provide customer service and customer satisfaction and both of these rates predominantly depend on the agent's performance Contact center managers have their objective to assist operators...

Sep 12, 2022

What Should You Know Concerning Customer Service Skills?

In this blog we re going to describe the types of tools that are irreplaceable if you choose outbound marketing as one of the fundamental tools for your business To be frank we all know that it s impossible to call every lead from the lead base using only a...