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Posts Tagged ‘ contact center ’

3 Strategies for Contact Center Success

Friday, August 14th, 2020
3 Strategies for Contact Center Success

Having a successful contact center means your agents can play a more proactive role in establishing meaningful connections with your leads, and hopefully, convert to customers!

When your business uses a contact center for customer interactions, you open your company to more opportunities to create a positive brand experience for those customers. Having a successful contact center means your agents can play a more proactive role in establishing meaningful connections with your leads, and hopefully, convert to customers! There are certain strategies your contact center can use to enhance the call experience for your customers or help managers identify areas for improvement. In the following, we’ll examine three strategies for better contact center success. Read the rest of this entry »

3 Emerging Trends in Call Centers

Friday, May 8th, 2020
3 Emerging Trends in Call Centers

New technologies expand the boundaries of what we thought would be present in the data and telecommunications field. Here are a few of these emerging trends that are transforming call centers.

Today, technology is evolving rapidly in almost all fields of the commercial world. It is no longer sufficient to simply have the best call service software or the best wiring equipment at call centers. In fact, new technologies expand the boundaries of what we thought would be present in the data and telecommunications field. Let’s discuss a few of these emerging trends that are transforming call centers. Read the rest of this entry »

The Difference Between a Call Center and a Contact Center

Friday, January 24th, 2020
The Difference Between a Call Center and a Contact Center

Knowing the difference between a call center and contact center can help you determine which solution can better serve your business.

Many people tend to confuse a call center and a contact center for the same thing. While some of the expected duties and functions overlap, these two settings are not the same and operate differently from each other. There are inherent differences in the methods of customer interaction, and therefore, a difference in the communication experience. Keep reading to understand the difference between a call center and a contact center. Read the rest of this entry »

4 Benefits of Call Recording Software

Friday, September 13th, 2019
4 Benefits of Call Recording Software
Here are four benefits of business phone systems with call recording features.

Whether your company uses phones for customer service, business-to-business transactions, or internal communication, call recording is an incredibly valuable feature. When employees speak to coworkers, customers, or clients on the phone, small yet essential details can get lost in the conversation. Call recording allows employees to refer back to discussions for training purposes, improved recordkeeping, and more. Businesses in any sector can benefit from a phone system with call recording capabilities. Here are four benefits of business phone systems with call recording features.

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How Automatic Call Distribution Improves Customer Service

Friday, September 6th, 2019
How Automatic Call Distribution Improves Customer Service
Here are some of the ways automatic call distribution improves customer service.

Automatic call distribution, or the process of routing incoming calls to the most suitable agent available, is a tool that allows businesses and contact centers to ensure that callers are directed to someone who can provide them with the most appropriate help. But what is it about automatic call distribution that makes it such a crucial part of excellent customer service? When you’re relying on a contact center to conduct customer service, it’s essential to ensure your customers are getting the best possible help. Here are some of the ways automatic call distribution improves customer service.

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3 Useful Tools for Contact Centers

Friday, August 2nd, 2019
contact center
Here are three exciting tools that can help your contact center excel.

Last week we discussed the essential pieces of telecommunications technology necessary for call centers. This week, we are delving into the needs of the call center’s hip younger brother: the contact center. Contact centers are like call centers in that they bridge the communication gap between consumers and corporations, but contact centers have a 21st-century twist. Where call centers primarily rely on phone calls, contact centers open things up to text and video communication through email, instant messaging, and video chat. Here are three exciting tools that can help your contact center excel. 

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