How to Design an Escalation Matrix For Call Center Agents How to Design an Escalation Matrix For Call Center Agents The level of availability of customer support agents is essential, as most consumers expect an immediate response to a customer… Source: Get VoIP Blog
What is Call Center Technology? Main Trends & Top Providers What is Call Center Technology? Main Trends & Top Providers Recent trends in call center technology, like automation and AI, make your business’s daily call flow much more organized and… Source: Get VoIP Blog
CallTools Pricing Plans, Features and Top Alternatives CallTools Pricing Plans, Features and Top Alternatives Rising customer expectations have made call center software an essential tool for businesses that wish to remain competitive in oversaturated… Source: Get VoIP Blog
10 Common Call Center Problems and How to Solve Them 10 Common Call Center Problems and How to Solve Them From long wait times to untrained staff and technological issues, unaddressed call center problems lead to frustrated customers, lost business,… Source: Get VoIP Blog
Cisco Webex Contact Center: Review of Key Features & Pricing Cisco Webex Contact Center: Review of Key Features & Pricing Today’s contact center software includes live and automated omnichannel communication capabilities alongside cutting-edge analytics, machine learning, and advanced collaboration tools… Source: Get VoIP Blog
Call Center Metrics & KPIs to Measure Agent Performance Call Center Metrics & KPIs to Measure Agent Performance Metrics and KPIs track many aspects of your call center: agent performance, inbound activity, customer satisfaction, staffing needs, and more…. Source: Get VoIP Blog
First Call Resolution 101: All You Need to Know About FCR First Call Resolution 101: All You Need to Know About FCR Whether you’re monitoring agent productivity, evaluating customer satisfaction levels, or tracking specific key performance indicators like call center abandonment rate… Source: Get VoIP Blog
What is an Omnichannel Contact Center? What is an Omnichannel Contact Center? Omnichannel contact center software helps companies provide a seamless communication experience with their customers on their preferred communication channel, regardless… Source: Get VoIP Blog
Microsoft Rolls Out Various AI Agent Assist Tools Microsoft Rolls Out Various AI Agent Assist Tools Microsoft has long been a leader in implementing artificial intelligence into its various tools; be it, the sort designed for… Source: Get VoIP Blog
UCaaS vs VoIP: What Is the Difference & Which to Use? UCaaS vs VoIP: What Is the Difference & Which to Use? VoIP and UCaaS are two of today’s most popular business communication systems, offering remote and in-house teams mobility, scalable solutions,… Source: Get VoIP Blog
