The International Organization for Standardization (ISO) defines outsourcing as, "a business model for the delivery of a product or service to a client by a provider, as an alternative to the provisio...
Today, call centers can no longer rely on voice alone to deal with customers. Customers and prospects expect to reach a company by the channel of their choice, which could be text, email, video or web...
WebRTC, which stands for Web Real-Time Communications, is a technology that enables call centers to improve the quality, scope and productivity of their customer service operations without investing i...
The role of the contact center agent is changing, meaning a new set of skills is required. So what do you need to look for when hiring someone new?
Call center fraud is on the rise. This means businesses have to focus on keeping their call centers safe from the hackers preying them. Find out how.
What can businesses do to ensure they are using their contact center to the fullest? If you want to know check out this article on The VoIP Report.
Whether we like it or not, the name call center is synonymous with bad service. So what can businesses do to improve the call center customer experience?
When your customer calls your business are they having a positive call center experience? If you answered no then you need to read this article.
Having call center call volume issues? Try going cloud-based.
Not all businesses need call centers. So how can you tell where your business stands? Knowing the questions to ask yourself is the first step.
Call centers aren't new, however, it is new for small businesses to be able to afford them. That is all thanks to hosted call centers.
This eBook is a comprehensive guide on how VoIP improves the call center customer experience for those who are researching the available options.
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