Your content marketing strategy influences how you reach your audience. If you don’t have a content strategy, now’s the time to create one. Many businesses feel overwhelmed about where to…
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Call Center Software Pricing: When You’re Paying Too Much
Having the right call center software is often essential for the success of your call center operations, and choosing a suitable provider depends on your…
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Free 30-day Trial5 Risks to Chart In A Call Center Business Continuity Plan
A business continuity plan is a critical document that details how a call center will operate and recover during and after an unexpected event or…
Call Center Customer Service Tips No One Uses But Should
Every business worth its salt has standard operating procedures in place that help employees understand how to do their jobs step by step. These procedures…
Best SIP Trunk Providers for Upgrading a Legacy PBX System
After a year of evaluating over 30 SIP trunk providers, UCaaS platforms, business phone systems, and call center solutions, Nextiva is the top choice for…
The Best UCaaS Providers: 1 Winner + 4 Alternatives
UCaaS (Unified Communications as a Service) is a type of business communication software that supports messaging, audio calls, video calls, texting, faxing, and everything else…
How to Start a Call Center The Cheap and Simple Way
To start a call center without breaking the bank, go the virtual route. A virtual call center allows employees to work remotely in any location…
How to Reduce Hold Time in a Call Center in 1 Swift Action
There are a lot of ways you can reduce average hold times in your call center. Some involve complicated, multi-step processes that require a ton…
The IVR Authentication Procedure Least Prone to Fraud
Sometimes you only need to enter a simple password before you can gain access to a given application. In other cases, like when your user…
Why a Smart IVR Is Harder to Make Work Than Most Realize
If AI could get tired of being talked about, it probably would by now. Instead, it’s getting shoehorned into just about every facet of everyday…
#1 Software To Use To Build A Call Center Knowledge Base
A call center’s knowledge base includes vital information about its overarching business, including everything from standard operating procedures and company policies to troubleshooting guides and…
The 7 Best Healthcare & Medical Call Center Software–2024
The best healthcare call center software improves the patient experience AND optimizes internal workflows to keep your practice running smoothly. The wrong one can leave…
Call Center Shrinkage <30% Is Good (+To Do’s If It’s More)
Call center shrinkage refers to the percentage of time your customer support agents are on the clock but unavailable to take calls. This is the…
100% Call Center Adherence Isn’t The Goal – Here’s What Is
There are people out there who strive to hit the 100% mark in everything they do, from school papers to personal fitness and customer satisfaction….
What a Multi-Level IVR Has That a Traditional One Doesn’t
While interactive voice response (IVR) systems provide business call centers with automated call routing and convenient self-service options for their customers, a single-level option can…
Exactly What Calls To Map Out With a Call Flow Diagram
A call flow diagram serves as a general visual roadmap for how callers can expect to progress through an interactive voice response (IVR) system. It…
A Call Path Is The Route Your Call Takes to Connect. And?
A call path is the journey a phone call travels from the moment you press send until it reaches the person on the other end…
Nextiva vs Dialpad Comparison–Which One’s Right for You?
We recommend Nextiva for most people trying to decide between the two because it’s easy to use, deploy, and scale no matter how you plan…
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