When considering the many challenges businesses face today, the need for a high-performing and efficient call center is becoming increasingly critical in order to reach that perfect balance between customer care and resource utilization. Call center analytics can facilitate an unmatched opportunity to monitor and enhance a variety of service metrics, including call times, efficiency, […]

Can we all agree – bill collectors have one of the most difficult professions out there? Add in customer stress that naturally arises from having conversations about money, and call center collection agents and agencies can find themselves working overtime to create a better experience and relationship with their customers. The secret: use proven call […]

So much rides on the impression a customer is left with after their experience with a contact center, be it sales, reviews or a healthy long-term relationship. To underline this fact, Microsoft recently uncovered that 61% of people broke ties with a business after an awful service experience. And service expectations continue to rise – […]

Changing to a new call center software doesn’t mean you have to start over from scratch. In fact, many current solutions can work with your existing customer service tech tool-belt. When you find the right integrations, it lets you maximize investments without the constant need for any IT support.  Some Integration Essentials A powerful call […]

Most of us know delivering jaw-dropping inbound call center service contributes to massive growth and happy customers. Facilitating this goal is the true test of a manager’s true prowess, particularly in light of a highly competitive call center market. Today we’ll dig into how sophisticated inbound call center managers identify agent talent and use cloud-based […]

Running and maintaining a call center is a monumental task. Explosive growth in consumer technology mandates the creation and utilization of a superior call center software platform that fully satisfies customers, business owners, and call center agents. This type of state-of-the-art contact center is modern and sophisticated enough to not only keep up with the […]

It’s no secret that TCPA violations are popping up every day, and the cost of each is also skyrocketing. Since 1991, when the United States Congress enacted the TCPA, we have seen continually improved legislation for both call centers and consumers. However, the enactment of the TCPA has not eliminated all bad actors or violators, […]

Call center managers everywhere know the U.S. FCC (Federal Communications Commission) keeps constant watch over them and their operations. The TCPA (Telephone Consumer Protection Act), passed way back in 1991, made it all possible. Now, almost 30 years later, the U.S. Congress continues increasing fines and penalties on companies that violate TCPA regulations. Because of […]

New year, new possibilities, new goals. It all seems so hopeful and exciting until you realize hitting those targets means some big changes. Between monitoring and reviewing employee performance, managing call lists and teams and all the back-end IT which goes into a call or contact center, directors and managers rarely have any free time. […]

Working in collections means you’re likely opening your reports (and leveraging your call center technology) with an eye on two coffee-draining concerns: Maintaining regulatory compliance. Getting clients to pay their debts. Each of those problems requires their own unique solutions. What if you could effectively resolve both issues at the same time? Call center technology […]