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Contact Center Articles

Which Contact Center Features Should Your SMB Embrace First?

Providing an excellent customer care experience is very important in any size company, but when your business is small, it’s vital that you make every customer interaction count for your growing company.

Investing in a Contact Center solution that’s perfectly integrated with your other small business software must-haves (like a VoIP system and a CRM), will give you more robust tools to manage customer interactions and grow your business through customer satisfaction and retention.

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The Important Role Your Contact Center Plays in Creating an Excellent Customer Experience

Contact Center software has become much more robust and is very much centered around strategically enhancing a customer’s journey. Modern solutions contain tools that not only help you provide support when needed, but also offer a comprehensive suite of capabilities needed to attract, care ...

The enhancements in Contact Center technology work in tandem with consumer behavior and expectations, and customers themselves have access to more technology than ever before, so they’re changing as well. They’re savvy and not only expect an amazing customer journey…they demand...

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5 Most Influential Contact Center Trends and Business Benefits

While the overarching importance of customer service has been a main business component for decades, technology and customer savviness are changing the service industry as a whole- and creating a new set of customer expectations.

As a result, contact center solutions are becoming more advanced each year, and in 2019 and beyond, you can expect to see tools and features that are highly tailored to improving your customer journey from sales to service.

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Conversational AI and the Future of Customer Communications

The fact that robots are capable of attending to customer quandaries is an understatement. Here's how AI and its subset technologies are making it all happen.
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Holiday Customer Experience Showdown: B2B Vs. B2C

How do service needs differ between B2B and B2C companies, during the holiday season? We discuss some key giveaways, and how you can optimize your service standards no matter what you specialize in.
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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 n...

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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 pa...

SIP is, essentially, a VoIP service. But it offers users the chance to transmit much more than simple audio. Not only is it possible to conduct real time video conferencing between two points using SIP, it’s also possible to simultaneously transmit files and share screens. This makes SIP a ...

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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 tod...

With so many incredible features and changes in the contact center industry, it can be difficult to sort out what to purchase—even when everyone’s telling you. Do you need a predictive dialer? How extensive does your data integration need to be? These are questions you can answer your...

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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 pers...

Virtual receptionist software is a must for businesses regardless of size. While their usefulness for enterprise level organizations is obvious, they’re perhaps even more essential for small businesses that must work additionally hard to ensure that their staff requirements remain lean and ...

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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 ...

While a remote workforce is extremely beneficial to both companies and employees, it can be challenging to properly train, motivate, and monitor your agents when you don’t spend time working together in person. You can use these tips to ensure your remote agents are fully trained and engage...

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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 ...

While expansion is sometimes necessary, third-party solutions are frequently the better bet for small businesses. Vendors have recognized the booming small business and work-from-home market, and are eager to provide customizable, scalable services at reasonable costs. This is particularly true w...

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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 o...

Many businesses are making the switch to a contact center software solution because it offers business an affordable, yet robust, customer service technology packed with beneficial features designed to delight customers.

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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 ...

Although VoIP is reliable, sometimes you can run into problems. Check out our list of the top six reasons your VoIP calls could be suffering and what you can do to fix them.

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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 custom...

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. Contac...

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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.

If some of your business goals this year include things such as: providing stellar customer service, increasing your profits, and streamlining your support processes-then you’re in a great position to benefit from the call center software updates that lay ahead in the new year and beyond.

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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 ...

Voice Over Internet Protocol (VoIP) is one of the most popular business phone systems for company communications due to the many benefits it provides business users. However, in order for your VoIP phone system to best facilitate your business communications and support your continued growth and ...

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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 ...

For esteemed members of the workforce, this business shift toward remote call centers provides people with even more flexibility and opportunity to build a career helping others. At home call center jobs are becoming much more common. However, the ability to efficiently and successfully work from...

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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...

Communication is especially vital in your start-up because each business connection has the potential to change your company for the better. As you’re growing though, your budget will not be as robust as larger companies when it comes to purchasing and implementing communication systems and...

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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...

Call center analytics have evolved significantly over the past five years. In fact, they’ve improved and expanded so much that many organizations are unaware of the incredible benefits offered by the most recent software. Call center analytics can be used to analyze customers’ voices ...

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