There’s a truth that emerges when the one billionth contact center phone call is concluded:  You can have the high-tech features of costly on-premise contact center solutions from the cloud, featuring fast implementation and noteworthy results. Skills-Based Routing Drives Contact Center Solution Performance Nearly 5,000 organizations are using Fonality, a rapidly growing provider of VoIP […]

Your call center is your portal to excellent customer service and customer loyalty. It’s more than customer contacts on so many levels, and affects every aspect of your business. Organizing Your Time with the Call Center When answering the question “What is a call center,” a range of services and benefits are evident. Many call […]

Have you ever spent any time thinking about what the call center environment must have been like without the technology that is available today? Image an environment in which live agents have only a telephone and a notepad to work with, answering questions to the best of their ability and delivering a level of service […]

The virtual call center is set to celebrate its 12th year in operation. In the years since it was first introduced, the virtual call center platform has matured at a rate expected within any technology platform. And, the model has been readily adopted by so many different organizations that innovations have been driven simply by […]

If you have yet to incorporate social networking into your customer relationship management (CRM) platform, you are missing out on key opportunities to streamline communications, control your brand and monitor market perceptions. The good news is you can leverage call center software that can provide the necessary unification between your CRM efforts and your social […]

There have been a number of buzz words floating around the telecommunications space as of late. Words like cloud computing, virtualized servers, SIP trunking and the Smart Grid are all turning heads, but not everyone really understands what the technology means or why it is important. In the contact center space, there has been an […]

When operating a call center, do you ever find that schedules are hard to keep optimized when you have more call volume than you have qualified agents? Do you ever find that agents are spending too much time calling on customers who either never answer the phone or have changed their number? Have you experienced […]

For a number of generations, call centers ran on one concept – connecting customers to agents who worked for the company. While this may have been enough to satisfy those of an earlier generation, it is clear that such a process today would hinder productivity and keep too many people on hold to create a […]

The overall management of a call center is one of the most challenging positions a person can take on in his or her professional career. The good news is that with the right tools in place, such as call center software, those challenges can be overcome and the overall experience can be both rewarding and […]

While the term ‘telemarketing’ has grown to develop a stigma among the consumer sector, in truth we all still need telemarketing services. The main reason for this need is that we all want to be offered things that we can really use and those things that we really want. Call centers that invest in telemarketing […]