Gamification can be a great way to help call center agents hit their KPIs and boost a call center’s overall metrics, but the wrong approach…
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Freshdesk Review
Freshdesk is a strong help desk solution–it intuitively converts your customer emails into tickets so your team can easily manage and prioritize them. Not only…
Poly Blackwire 720: Best Headset For (Most) Call Centers
While there’s no shortage of high-end equipment you can purchase for your call center, you can’t forget the essentials. And there’s nothing more important to…
Talkdesk Review
Talkdesk is a fully-fledged cloud-based Contact Center as a Service (CCaaS) platform that’s known for reliability. It also strikes a perfect balance between being easy…
Nice CXone Review
NICE CXone is a cloud-native customer experience (CX) platform that deserves strong consideration from enterprises seeking to consolidate their CX stacks into a single unified…
Automatic Call Distributor: Call Routing Rules Matter Most
An automatic call distributor (ACD) is a telephony device that routes incoming calls to available call center agents based on predetermined call-routing rules. ACD is…
9 Customer Retention Strategies that Don’t Suck
Customer retention measures what percentage of your customers stay with your business over time. It’s essentially your brand’s ability to turn customers into repeat buyers…
The #1 Call Center CRM (+ a Free Option Just As Good)
Managing customer relationships is a vital piece of the contact center puzzle; the more you know about the needs and habits of your customers, the…
Five9 Review
If your business is in need of a cloud-based contact center solution that prioritizes both customer experience and agent empowerment—while also leveraging AI to automate…
Call Center Quality Monitoring: Post-Call Matters Most
As a call center manager, you know that monitoring how your agents are doing during calls is a big part of winning the game. It’s…