Finding the perfect telephony vendor for your company, much like partnering with any other type of business, is not easy!

And when it comes to interviewing telephony vendors, you need to know “enough to be dangerous” about the telephony industry,...

Data security is top-of-mind with everyone now, especially anyone who shops online. So, it is critical that call centers assure customers and business partners that their credit card and other sensitive information is safe. In order to build that...

Call center scheduling is a difficult and time-consuming job. Top that with trying to satisfy the needs of all your staff while also meeting service levels, and you are one busy manager. And if you are using Microsoft Excel (or Google Sheets) for...

No call center wants to run a-fowl of their customers this hectic holiday season. Whether customers are in a jolly mood or in full stress mode, we want to give them a friendly, helpful experience. But as every call center agent knows, that is not...

There are a lot of factors that contribute to a call center representative’s success — company knowledge, experience on the phone, and the list goes on.

CSRs spend all day talking to customers, so wouldn't it be nice to tap into all of the insights that can be gained from those conversations? Good news! Companies can act on that information by collecting and analyzing customer feedback (Customer...

Taking off work, gathering with family, and enjoying quality time makes the holidays a joyous occasion for most. But for call center managers, the holidays can mean dramatic increases in call volume. Retailers, in particular, are bustling with...

Hiring the right CSRs is one of the most important steps for call center management to build a great call center team. Remember, agents are the only people on the call center team that have direct interactions with the customer! So, while it is...

If there is one thing Contact Center managers can always count on, it is that call volume will fluctuate. If only we could predict how much, and when! Accurate call volume forecasting is essential in order to plan ahead effectively, especially for...

What is the biggest hesitation for most companies when it comes to outsourcing their contact center? The fear that a call center partner might not match your branding!

It’s not easy to hand over your customer care department to another company and...