Contact Center
How To Tell If It’s Time to Upgrade Your Call Center Software
Signs It’s Time to Upgrade Your Call Center Software When you first purchased your current call center software, it was a top-of-the-line solution with all of the latest features.  But lately, you’ve started to notice the little things.  Maybe your current solution doesn’t have social media integration capabilities, or maybe you’ve had a hard time…
Read MoreHow to Effectively Use Call Quality Monitoring
Want to know what your agents are saying to your customers? Looking for additional insights into your customers’ needs and concerns? With live call monitoring, you don’t have to guess – you can listen to calls in real time and gain valuable (and actionable) information about your customers, your agents, and your business as a…
Read MoreHow to Optimize Schedule Adherence in the Call Center
How to Optimize Schedule Adherence in the Call Center → Download Now: Agent Performance Scorecards [Free Templates] At the end of the day, a call center is only as strong as its agents. That’s why schedule adherence in the call center is so important. This essential metric helps determine what percentage of the time your…
Read MoreTop 5 KPIs for Inbound Call Centers
As a provider that specializes in inbound call center software, we are all about performance-tracking. Thanks to the advanced reporting metrics and tools available with today’s virtual contact center solutions, call center managers have all the facts and figures that they could ever need at their fingertips. But, with all that data comes a truckload…
Read MoreAvoiding Problems with VoIP Termination
Avoiding Problems with VoIP Termination VoIP termination is the process of routing phone calls from one provider to the next until the call is delivered (via Voice over Internet Protocol) to the correct recipient. Since this type of call termination transfers voice packets over the Internet rather than the public switched telephone network (PSTN), it…
Read MoreComparing the Top 3 Team Chat Tools
Comparing the Top 3 Team Chat Tools In any business, real time communication is key. But in today’s world, when just as many people work remotely as in a traditional office setting, it’s even more important than ever. Dozens of team chat tools have been developed in response to this growing need, but for this…
Read MoreBest Team Chat Tool for Business: HipChat
Best Team Chat Tool for Business: HipChat In this comprehensive review, we’ll discuss some of the key factors that were used to determine the winner of this award.  (Hint: it wasn’t easy choosing from some of the most effective team chat tools, including Lync, Yammer, and Slack!) We’ll also provide some insights into why Atlassian’s…
Read MoreForwarding Calls on VoIP
For businesses with locations and customers all around the world, call forwarding is an essential VoIP feature.  Not only will this feature help your callers will reach the right agent or department sooner, call forwarding can also help you manage your employees’ call volume and workload. In this quick overview of forwarding calls on VoIP, we’ll…
Read MoreProblems with Sequential Ringing
Troubleshooting Problems with Sequential Ringing Sequential ringing is one of the most popular VoIP features available for busy, global businesses. This feature works by routing incoming calls in a specific order based on a predetermined list of phones and numbers. This helps ensure that incoming calls are always answered because the call will ring through…
Read MoreProblems Setting Up Your Softphone
Troubleshooting Common Setup Issues with Softphones Softphones are becoming increasingly popular as businesses become more mobile.  Not only are they convenient for taking your calls with you everywhere, but they’re also an extremely cost-effective communication solution. Despite their popularity, you can sometimes experience problems setting up your softphone. In this article, we’ll discuss these problems…
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