Contact center industry trends and insights into emerging solutions and technology affecting call center software and innovations.
Business Continuity Ideally Business Continuity Plans are created in advance of disrupting events, but as we are seeing, a global pandemic does not pause to allow this luxury. Businesses that are able to adapt to change will be better suited to provide services and to weather the [...]
Does your staff need a quality client communication platform while working from home ? MyCallCloud can help your team increase productivity. Get the word out to your clients/prospects while your Work From Home (WFH) staff all use your Caller-ID. Keep your people safe at home and working [...]
Work from home in this emerging situation Enable your team to Work from home! We have the technology to make that work efficient and productive! We can help you remain in contact with your staff, clients, and prospects. Here at My Call Cloud we enable [...]
With the various approaches to call center management and software that exist, it can be hard to know which one is right for you, not to mention what kind of support you need to really make it work for your business. You may also have experienced a [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
Unwanted Robo-calls Our days are continually interrupted by unwanted fraudulent Robo-calls. We are not immune. And it's hard not to feel irritated with interruptions caused by unsolicited automated calls. Not surprising, the US The Senate voted to approve an anti-robocalling bill to help with fraudulent Robo-callers by a [...]
