Although interactive voice response (IVR technology) has been around since the 1970’s, it wasn’t a standard feature for call centers until recently. In fact, if you’re exploring platforms and software to automate your call center, you’re probably seeing the term show up in almost every product description. These commonly asked questions and answers will help […]
The more you understand your customers and their needs, the better prepared you are to serve them. Call tracking software can give you the information you need to strengthen your customer service and boost your bottom line. Where Your Callers are Calling From Knowing the geographic location of your callers is useful whether you […]
If you’re setting up your first call center or are ready to upgrade an existing system, you probably want to know more about call center management software. This list of frequently asked questions include some of the most commonly asked questions about these systems. What Does Call Center Management Software Do? Call center management […]
When it works, IVR technology is one of the most valuable tools in a call center. It improves efficiency and boosts customer satisfaction by quickly gathering information and routing calls. None of this is possible without clear instructions for callers to follow. Use these tips to write a sensational script. 1. Have a Plan A […]
You know the value of a phone call. It’s a way to connect with customers. It’s a tool for solving problems. It’s a medium for building a brand. Each phone call leaves an impression on your customers, and that’s why it’s important to pay attention to your call abandonment numbers. An uptick in call abandonment […]
If you’ve considering pay-per-call, you may have questions about what is is and how it works. We’ve put together this FAQ to answer your basic questions about this type of performance marketing. What are the benefits of pay-per-call? Pay-per-call offers several benefits for advertisers and publishers. Since leads respond to an advertisement, they already […]
Whether you’re running a small, local business or managing a regional franchise, your call center plays an integral role in the company’s success. It’s where you connect with customers, process orders and solve problems. The quality of your call center can make or break your business, so it’s important to choose the right call center […]
As a business owner, you need to know what’s going on in the day to day operations of your company. Automatic call recording gives you a glimpse of the interactions between your employees and customers. This information helps you identify the strengths and weaknesses of your team and operating procedures so you can boost productivity […]
As your company grows, you have to start automating systems to reduce the amount of time your employees spend taking care of labor intensive tasks. Updating contact logs, researching leads, drafting emails and generating reports can easily take up more than half of the work day. With sales automation software, your employees have tools that […]
Losing phone calls is bad for business. When callers hang up before they have a chance to talk to one of your employees, your customer satisfaction ratings drop and you miss out on an opportunity for a sale. Yet, these lost calls provide valuable information about your team’s performance if you take the time to […]
