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May 17, 2023

Call Queue Management: Definition and Best Practices

Call Center Insights and Best Practices Blog - Voiptime Cloud

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 in a call queue (phone queue or call center queue in oth...

May 15, 2023

Author: Eugene Siuch

How to Set Up a Small Call Center?

Many entrepreneurs are hesitant about whether they need to invest in organizing their own call centers or using outsourcing call center services for small businesses. Indeed, at times when on-premise call centers were the only option, setting up such...

May 10, 2023

Author: Eugene Siuch

How to Use Call Center Statistics Properly?

We always mention that all vital decisions you make regarding call center management, call center operations optimization, workforce management, or scaling up strategy development have to be based on precise statistical data. What do we mean by it?

May 09, 2023

Author: Eugene Siuch

Strategies for Customer Service Conflict Resolution

Every customer service department, especially those that are focused on calls or live communication, face often conflicts with customers. There are many reasons for conflicts to happen - misunderstandings, unreasonable expectations, low customer serv...

May 05, 2023

Author: Eugene Siuch

Customer Interaction Cube: A Full Guide

It is a good tradition to use geometrical figures to describe different aspects of customer experience or customer journey. We have already introduced you to customer journey mapping, sales funnels, customer lifetime cycles, and other methods of coll...

May 03, 2023

Author: Eugene Siuch

Average Resolution Time: All You Have to Know

There are many call center metrics to track if you want to boost your call center performance and provide more qualitative, customer service, and customer experiences. Some of such metrics are related to the performance of one single agent while othe...

May 01, 2023

Author: Eugene Siuch

Call Center Best Practices to Make Your Call Center Successful

Every call center manager wants to build a successful call center, as effective in providing customer service as possible. Nonetheless, it is not possible without using some vital tips and guidelines for building a really effective call center which ...

Apr 28, 2023

Author: Eugene Siuch

Hybrid Call Center Workforce Model: What Are The Prospects?

After the pandemia in 2020, many companies had to shift from an office-based workforce model to a remote. Even though those bad times have passed, a greater challenge has appeared.

Apr 20, 2023

Author: Eugene Siuch

Predictive vs Progressive Dialer: Differences You Should Know

We all know that using outbound dialers for telemarketing purposes and for improving the performance of outbound calling campaigns is the best thing you can do, but the most difficult part of choosing and setting up an outbound dialer is the differen...

Apr 20, 2023

Author: Eugene Siuch

How to find the root cause of customer issues?

We all have at least a few times heard about such thing as the “root cause of customer problems”. But what is meant by it? When a customer calls the customer support team to get needed help or information, it is almost always handled in the same ...

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