Contact center industry trends and insights into emerging solutions and technology affecting call center software and innovations.
Agent Productivity and Workforce Optimization Agent Productivity and Workforce Optimization Agent engagement is a big deal in the world of call center performance metrics. Many call center managers struggle to keep their call agents performing in a way that optimizes their call processing volume. This [...]
4 Reasons Why Connection Rate Matters For Call Centers In the call center of today, performance metrics come in all shapes and sizes. It seems like there is a measurement for everything: Call Agent productivity, system uptime, call volume, close rate, sales per hour, talk [...]
Why Cloud Connectivity Matters in the Call Center Call center technology has advanced at an alarmingly fast pace in recent years. Those who are responsible for managing the operations of call centers now have a variety of technology-based tools available to them—tools that didn’t even [...]
4 Tools That Improve First Contact Resolution (FCR) Service and quality scores can be maximized when contact centers improve first contact resolution times. First contact resolution (FCR) is a measurable goal that builds customer confidence, brand loyalty, repeat buying and, grows sales. Implementing four easily integrated software solutions [...]
1. Define your ideal employee based on competencies (e.g. the Lominger competency library) and hire well on the front-end. You’re not looking to just put “butts in seats”; you want to select the ideal behavioral traits, hire those who fit that profile, and then partner with that [...]
Patent Pending Text-to-Speech Ringless Voicemail My Call Cloud has announced an exclusive contact center software industry innovation through text-to-speech ringless voicemail with No Dial™. Text-to-speech ringless voicemail is patent-pending and a unique technology offered to business partners of My Call Cloud. Call centers looking to further optimize the [...]
Ringless Voicemail Drop Software My Call Cloud offers ringless voicemail technology through No Dial™ built-in to our cloud contact center software. No Dial™ is ringless voicemail drop software that offers true voicemail "drops" directly to the customer's voicemail server without ringing the phone line or, leaving a missed call [...]
3 Common Pitfalls to Avoid When Choosing Call Center Software The modern call center of today requires a robust software solution to meet the demanding needs of clients. Whether it’s inbound, outbound, or some mix of the two, every call center relies on some form [...]
By now, most people in the call center software space have heard of machine learning or Artificial Intelligence. And possibly how to apply it to the call center. Whether applied within the phone calls or the call center software there is real value to AI. However, the overuse or [...]
Maybe you would like an automated solution to send out email notices after the __x#__ attempt, or to start using SMS messages with a segment of your contacts. You may have been thinking about getting new Toll Free numbers and start publishing them to drive more inbound calls to [...]
