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Why is Multilingual Support Important in the Contact Center?

In recent years, customer experience has become a leading business initiative, and many companies are investing in new, innovative customer satisfaction strategies and contact center technology to support their customer-driven growth goals.

But the business landscape is shifting, and multilingual customer support is quickly becoming a necessity to compete in a hyper-connected, global market. To stay relevant, grow your business, and deliver a great customer experience to all your diverse customers, you need to offer support in the native languages of all the people around the globe who choose your products and services.

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What is SIP Trunking?

SIP (Session Initiation Protocol) is a protocol for streaming communication, including voice, video, and other media in real time. There are multiple services and applications which can make use of this protocol, which is used to transmit information between multiple end points. What makes SIP particularly useful for businesses and other organizations is its flexibility, which is due, in part, to SIP trunking.

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What Contact Center Features NOT to Purchase

Contact center functionality is expanding rapidly. Whereas an inbound call center and an outbound one were typically two separate operations several years ago, you’ll almost never see a company that requires the use of both separate the two systems. There’s simply no need to, with today’s comprehensive contact center software and services. Speaking of services and software—SaaS (software as a service) has also taken the industry by storm, and that’s just the tip of the innovation iceberg.

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Auto Attendant Features Every Small Business Needs

One of the best features offered by the majority of VoIP providers (often at no additional charge for business accounts) is an auto attendant, or virtual receptionist. When you call a business or organization and are professionally greeted by a recording that aids you in reaching the correct person or department for your needs, you’re interacting with this incredibly useful tool.

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Top 3 Reasons to Stop Using PBX

If you’re still using a PBX (private branch exchange) telephone system in your office—it’s time to stop.

You might be thinking, “if it’s not broken, why fix it?”

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Tips for Training Remote Call Center Agents

Many businesses are hiring remote workers or allowing employees to work from home so they can save on expenses and boost employee satisfaction and productivity. Call center software, paired with the connective power of the internet, offer a great opportunity for businesses to successfully employ and manage their remote agents.

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The Secret to a Successful Remote Call Center

The digital revolution, and all of the incredible, affordable technological functionality it’s delivered to businesses large and small, has made it possible for many entrepreneurs to set out on new ventures. Many small businesses work out of the owner’s home—many have as few as 1 to 3 employees. In some cases, these remote companies have plenty of manpower in terms of actually delivering their services, but as business picks up (as one hopes it will!) it can be difficult to manage certain administrative tasks without expansion or outside help.

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The Benefits of an International Call Center

Customer service is an extremely important business initiative. Historically, many companies have relied upon on-site call centers to quickly serve their customers and address questions and needs with top quality service. However, the evolution of the internet and innovations in technology have opened up more options for your company, especially if you desire to offer stellar customer care, for a fraction of the cost and with a growing suite of tools, features, and great benefits.

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Six Reasons Your VoIP Calls Are Suffering, And How To Fix Them

One of the best things about making the switch from a traditional phone system to Voice over Internet Protocol (VoIP) is the list of features you’ll get to choose from. If you’re new to VoIP systems, you’ll be pleasantly surprised—maybe even astonished—at everything VoIP providers have to offer (especially since it’s typically lower priced than traditional phone services!).

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Our Favorite Contact Center Features in 2017

Positive, memorable customer service interactions help create strong loyalty in your company and build trust in your brand and products. As a result, customer experiences and satisfaction are areas where many businesses are focusing their efforts and investments in 2017 and beyond. Quality customer care is certainly not a new concept in business success and most companies have established robust call center or contact center solutions to serve their customers.

However, customers today are growing more savvy as the prominence of the internet increases and technology becomes more accessible to mainstream consumers. Many companies have implemented contact center software to help ensure that they can serve their customers across communication modes. Contact center solutions are packed with great features and tools designed to drive growth through stellar customer service.

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New Year, New Call Center: Updates to Look Out For

A new year is fresh with possibility and filled with aspirations, goals, and hopes for the year ahead. This is why the beginning of a new year is the perfect time to reflect on everything you experienced and learned over the past year and focus on your personal and business growth.

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How to Recover from a VoIP Phone Implementation Failure

Communication is a vital component of any business. Great communication can help drive your business forward, and poor communication can cause your teams and your company to unravel quickly. No matter the size of your business, you may also rely on the quality of technology and business software you have implemented to facilitate your business communications and growth.

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How to Land the Perfect Call Center Job

The landscape of customer service solutions is rapidly changing to keep pace with the business growth that so often occurs through online channels today. For businesses of every size, this means that implementing a call center solution, staffed with trusted, remote employees is now more feasible and cost-effective than ever before.

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How Start-ups can Implement VoIP Fast

Speed and efficiency are important factors of business growth, and this is particularly true in the start-up environment. Successful start-ups are defined by innovation and hard work, but the ability to make (and move forward on) the correct decisions quickly is what will truly differentiate your company and help you thrive in a competitive market.

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How Analytics Can Improve Your Call Center

Fostering a great relationship with customers is essential to every organization, and always has been. That’s not something that’s going to change, either. What is changing—constantly—is the toolbox we have to work with. Technology gives us many new avenues for interacting with our customers, but it also provides more than just the ability to directly communicate. It also provides us with tools to analyze those communications and interactions.

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High and Low Cost of Internet Telephony

The success of your business depends on many diverse factors that are created and driven by your industry and the specific strategic decisions and tactics you leverage for continued growth. One constant in business success, in any industry, is communication. To build and grow a thriving business, you need to have strong communication skills at work on your team. You must also ensure that your communication systems themselves are reliable, effective, and well-suited to your company goals, budget, and important initiatives.

Your phone system is a vital component of effective business communications, and there are an array of options available to you no matter the size of your business. In the past twenty years, telecommunication systems have evolved beyond the analog, land-line based systems and networks of the past. Today, it is possible to harness the power of the internet to stay connected and communicate with your teams, partners, customers, and clients through voice, media, and data on current internet phone systems. Voice over IP (VoIP) phone communication systems are versatile and can be easily customized to help enrich your interactions beyond simple voice communication.

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High and Low Cost of Call Center Software

Customer satisfaction is one of the most timeless business success principles. Business growth thrives on happy, satisfied customers so companies strive to exceed expectations and deliver an excellent experience in every interaction a customer may have with their business or brand.

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Cut Through the Noise: How to Achieve Clarity in the Call Center

No matter the industry, every call center or contact center has one main priority: Communication. Good communication requires not only technical understanding and a positive mood but a firm grasp on clarity. Above all, you need to be able to communicate your messages clearly.

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CRM Software and Call Center Integration

Your company’s CRM software is a key element in effectively engaging with your customers and in nurturing the company-customer relationship. Likewise, your call center is key because of the critical role it plays in facilitating communication between customers and the company.

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Call Center Analytics Comparison

If you take the time to analyze what factors work together to formulate successful communication efforts within your business, you will likely unveil three commonalities: professionalism, relevance, and consistency. Understanding the basics of great communication is valuable in all aspects of your business, but it is particularly empowering knowledge if your company relies on a call center to communicate with customers, address their questions or needs, and exceed their expectations.

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