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How Contact Centers Can Maintain Quality Service During COVID-19

May 6th, 2021
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Customer service is a key part of contact centers, so perfecting your model is very important.

Contact centers are often a central part of maintaining quality customer service to all patrons. In the COVID-19 pandemic, more and more people are spending their days online shopping. Usually, this means that if they perceive a problem, they will likely be reaching out to the business’s contact centers rather than going there directly to speak with a representative. In one way, it’s great that contact centers are becoming increasingly important in today’s workplace. However, the more people served per day, the more quickly employees may experience burnout. This can lead to poor quality interactions. So, what are some steps to take to ensure quality customer service is coming from your contact centers? Here are a few tips to think about, especially now during this pandemic.  Read the rest of this entry »

What’s All the Buzz About Simultaneous Ring?

April 28th, 2021
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The great thing about simultaneous ring is that employees can be contacted at virtually anytime, anywhere.

The simultaneous ring is all the rage right now in the telecommunications industry, especially since most office people and call center employees alike are working from home. A simultaneous ring essentially is a way to connect many phone systems together to ring at the same time, even when the phones are not on the same line. It’s especially useful for situations when working from home or when someone is out of the office for the day and needs to be contacted in an emergency situation. This way, customers and employers alike can contact a representative at many different locations so they can be on-call at all times. But how is it installed or used in business? Here’s how simultaneous ring can be used in your business and why it’s so trendy right now.  Read the rest of this entry »

Three Ways to Evaluate Call Center Service

April 22nd, 2021
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Having happy call center employees is one way to make your evaluation results more favorable.

There’s the age-old saying that businesses tend to oblige to in most situations: “The customer is always right.” While every business owner strives to make the customer as satisfied as possible, there will always be problems that arise with any transaction. A call center is a great solution when it comes to maintaining a positive customer-business relationship and is one of the better ways of obtaining repeat, loyal customers. However, even a call center is not a foolproof way of maintaining customer satisfaction. After all, all customer service employees are only human and can make mistakes. But sometimes, it is the call center itself that can cause its own problems if not properly evaluated every so often. Evaluation of a call center can help to identify problems before they happen again. Here are some ways you can take action to evaluate the performance of your call center to alleviate any potential issues before they happen. Read the rest of this entry »

How To Maintain Privacy While Video Conferencing

April 15th, 2021
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Having a secure way for video conferencing is the way of the future of meetings.

Video conferencing continues to be the new standard for staying connected with your coworkers. Although more and more offices are being opened as vaccinations roll out en masse, many employees are opting to continue to stay at home. The 2020 to 2021 COVID-19 pandemic has caused a huge shift in traditional office culture, possibly for good. So the video conferencing industry is crucial to any business in any sector. But every technology has its qualms. Plenty of businesses deal with high-security data and confidential discussions, so they might be a bit more hesitant to use a video conferencing service. But there are plenty of precautions one can take to prevent any data leaks or security issues when using video conferencing. Here are a few ways to take preventative measures.  Read the rest of this entry »

Three Types of PBX Phone Systems to Consider For Your Business

April 8th, 2021
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PBX phone systems aren’t super complicated and erase the need for an operator.

PBX phone systems have truly revolutionized the telecommunication industry over the years. PBX (or public branch exchange) systems have basically eliminated the need for phone operators, a role in which there was plenty of user errors that could occur, especially in sophisticated, confidential environments. PBX phone systems essentially reroute any phone call to the desired extension by using a pre-programmed process of elimination method to further enhance the efficiency and timeliness of business phone calls. Any business in any sector can greatly benefit from PBX phone systems, but there are many different types out there to choose from. Here are the three basic types of PBX phone systems and how to ascertain which one is right for your company.  Read the rest of this entry »

The Benefits of VoIP When Working from Home

April 1st, 2021
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Working from home has a few disadvantages, but having a VoIP system is not one of them,

Even though vaccinations are becoming increasingly common amongst the American public, many office workers are still working remotely at this time. VoIP systems for a long time were primarily used in office settings or call centers as an added measure of call security and quality. However, since many have moved from their office chair to their living room couch, VoIP systems needed to be adapted to working from home. While many people simply rely on their home or favorite coffee shop’s WiFi connection for higher security or confidential phone calls, it is simply not an option. Thankfully, most VoIP phone systems have transitioned to Cloud-based over the years of development, so they are easy to use and manage when not at the office. Here are just a few of the many benefits VoIP systems can provide for your business while employees are working from home.  Read the rest of this entry »

Important Uses for an Overhead Paging System

March 25th, 2021
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Classrooms, lecture halls, and meeting rooms are great places to consider installing an overhead paging system.

Have you ever been inside a building and noticed a small, grate-like mechanism on the ceilings or near the fire alarm? It was likely an overhead paging system or a way to communicate with a central control center. Many businesses and facilities already use an overhead paging system; you probably just haven’t seen them in action. Most of the time, they are used as a one-way communication measure to announce emergencies throughout the building, such as fire alarms. But, there are more reasons than just emergencies to install an overhead paging system to your business. Here are a few alternate uses of an overhead paging system that can be useful to your business or facility. Read the rest of this entry »

Contact Centers and Call Centers: What’s The Difference?

March 18th, 2021
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Contact centers and call centers are similar in some ways, but fundamentally different as well.

When we read “Contact Us” or “Call Us,” we can tell immediately that there is a difference. But when it comes to “Contact Centers” or “Call Centers,” we might assume that they are the same thing. However, this is actually not the case at all. The two customer service centers are actually quite different. They are different in how communication is performed. This article will clear up the differences between call and contact centers and determine which is better for your company or business model. Read the rest of this entry »