Tips

Testing Your IVR System: The Essential Checklist

Testing Your IVR System: The Essential Checklist

IVR systems are a great way to automate processes in your call center. These systems help callers get to the right agent or department through a series of prompts. Use this essential checklist make sure your IVR system is working properly. Your IVR system is the first thing that callers hear when they contact your…

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How to Use Call Recording to Improve Agent Training

How to Use Call Recording to Improve Agent Training

Call recordings are a great resource for call center agent training. By listening to agents’ conversations with customers, call center managers and business owners alike can review agent performance and identify areas that may need improvement.  Your agents can also learn a lot by listening to the recorded calls of your top-performing employees. Looking for ways…

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6 Benefits of Call Center Scripts

A call center script can be an effective way to keep your agents on track and up to speed.  However, call center scripts also have the reputation of being impersonal. Some call center managers worry that scripts can leave the caller feeling more like a number than a valued customer. But with the right call center script, you…

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Top Customer Service Trends for 2016

Customer experience is a critical part of success for businesses of all sizes. Thanks to increasing customer expectations and channels of communications, this year it will be more important than ever before. You can set your business up for success by focusing on these top customer service trends for 2016. Top Customer Service Trends for 2016…

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How to Turn Your First Time Buyers into Lifelong Accounts

While it’s important to attract new customers to your brand, it’s also important to retain these customers and build them into loyal lifelong accounts.  Offering a standard discount promotion or special offer is no longer enough to keep your consumers engaged.  In this article, we’ll talk about specific tactics to turn your first time buyers into lifelong…

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5 Ways Your Small Business Can Win With SEO

5-Ways-Small-Business-Can-Win-With-SEO

When you’re competing against big companies with decades of content and millions of inbound links,  you may think that it’s impossible for small business to have a chance at ranking when it comes to SEO.  But with the most recent Google updates, search engine optimization is more focused on what is relevant for the searcher…

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How to Use Twitter to Grow Your Business

People around the world are using Twitter to share information instantly, connect with people and businesses and discover the latest news. With hundreds of millions of users and 500 million tweets being sent each day, it is a very viable network to grow your business and reach new and existing customers.

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5 Key Steps to Scaling a Business

5 Key steps to scaling a business

When it comes to scaling a business, you’ll need more than hard work and dedication. (Although you’ll need those qualities, too.) If you’re ready to take your startup or small business to the next level, you’ll need to evaluate your current practices and determine how you can work efficiently with 5, 10, or even 20 times as…

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Problems With Call Recording

problems-with-call-recording

What problems with call recording could you experience with a hosted VoIP system? Call recording is one the the most widely requested features for businesses, but sometimes users experience issues with this feature. In this article we will discuss the common issues with call recording and how to prevent them.

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How to Manage a Successful Call Center With a Hosted VoIP Telephone System

how-to-manage-a-successful-call-center-with-a-hosted-voip-system

How to manage a successful call center with a hosted VoIP system is a question many businesses have. More and more companies are embracing business VoIP, which goes beyond a traditional telephone system. Cloud business phone systems offer many features that will improve call center efficiency and communication with your customers. In this article we will discuss the factors that establish a baseline for managing a VoIP telephone system.

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