The business media world bursts with stories of entrepreneurs starting new ventures, many of which are powered by cloud contact centers. Then their company grows exponentially as they continually gain new customers. Until they don’t. While these stories are enticing and inspiring, many of these companies end up losing massive amounts of money. The lesson: […]

Outbound calling is all about maximizing the number of connections made by agents with customers. But it’s not always a smooth process. There are regulations that must be obeyed and it’s easy to fall on the wrong side of the law. The document every call center manager needs to read is the Telephone Consumer Protection […]

In the past, customers calling a service line suffered through long hold times, wondering if and when they’d ever speak to an agent. This frustrating reality created many tense, angry customers who unloaded their problems onto unsuspecting agents trying to do their best. The customer wasn’t satisfied, forcing agents and managers to go above and […]

Ahead-of-the-curve inbound contact centers are always searching for ways to make customers happier while growing their business. Managers who focus on generating a high Net Promoter Score (NPS) by pleasing their customers speed up this process. But what exactly is NPS, and how does a company measure it? And how can companies utilize inbound contact […]

Call centers are rightfully worried about TCPA compliance. And what they’re all looking for is a complete guide to TCPA compliance they can reference over time to ensure they’re following the best practices. After all, running afoul of the law can be quite costly. The FCC’s Telephone Consumer Protection Act 47 U.S.C. § 227 states […]

So, your contact center nabbed another important client, and the buzz is bringing you more visibility and nibbles on the new business docket. Great job! But, will you be ready to take on the additional work? Building a successful contact center means having a flexible solution that can change with you as you grow. So, […]

Call centers everywhere know how crucial ACD systems (Automatic Call Distribution systems) are to making customers happy. It is no coincidence that the development and progress of ACD systems had paralleled the growth of the call center industry – ACD’s current capabilities dwarf what was possible before. This makes call center managers’ lives easier in […]

Keeping agents TCPA compliant is tough. There are many ways contact centers can inadvertently bring down a hefty fine on their call center. But there are few tactics managers and agents can apply to remain TCPA compliant and avoid a regulatory consequence. Discover each one below. 4 TCPA Compliance Tactics Obtain Written Consent Every call […]

For contact center managers to stay ahead of the curve, it’s important to know what’s happening with the industry – especially when it comes to cloud call center software. Changes are always occurring. New strategies are always being implemented. And the technology continues to evolve. Below we’ll look at the state of the cloud contact […]

Call floor managers have a seemingly impossible job these days. They must make sure their agents are providing the best service while being as efficient as possible. Key tools for this include call monitoring, sometimes intervening in agent conversations, as well as training and coaching agents. They also need to continually stay on top of […]