Posts by Katharine Kellar
On-Premise Call Center Software: Is It Right for Your Business?
On-Premise Call Center Software: Right for Your Business? Despite the recent popularity of cloud-based Communications as a Service (CaaS), there is still a large part of the call center industry dedicated to on-premise solutions. Whether you are setting up your first call center or planning to add new call center locations, you need to know…
Read MoreHow Much Does VIP Caller Cost?
Today’s call center managers are working harder than ever to increase customer satisfaction levels and keep customer retention at an all-time high. And with the rise of omni-channel customer service strategies and ever-growing customer expectations, it can be difficult for many contact centers to provide service that consistently meets (and exceeds) those expectations.…
Read MoreAre You Ready to Scale Your Call Center?
Scale Your Call Center As a call center manager, you want to do everything in your power to ensure your business is running as efficiently as possible. Part of that job is recognizing when your it is time to scale your call center. It’s important to recognize when it’s time to grow your business; but do you…
Read More5 Call Center Setup Mistakes You Can Avoid
5 Call Center Setup Mistakes You Can Avoid Setting up a virtual call center used to be a lot of work. From establishing a budget to purchasing the right technology and hiring a talented staff, your time and energy are put to the test. Because of this, it’s easy to overlook small things that can…
Read MoreHow Much Does Blacklisting Cost?
How Much Does Blacklisting Cost? In a call center, you get a lot of inbound call traffic. From current customers to potential customers, your system has to efficiently and effectively manage each of these calls. One thing that may impact your system’s ability to do this is spam, bots, or other fraudulent calls. These…
Read MoreComparing Call Tracking Software Companies
Comparing Call Tracking Software Companies As a growing business, you know that you have to spend money on advertising, marketing promotions, and other lead-generating campaigns to bring in more customers. To allocate your marketing budget wisely, you need to know which campaigns are driving leads and which ones need help. One of the best…
Read MoreNew Feature: Blacklisting
Are you tired of spending money on unwanted calls from bots, telemarketers, and spam callers? Wish there was a way to block these calls and protect your agents’ valuable time? With Smart Queue, AVOXI’s virtual call center software solution, you can prevent unwanted callers from contacting your call center with blacklisting. The blacklist…
Read More5 Steps to Successful Contact Center Management
Mastering Contact Center Management: 5 Essential Steps for Success As a contact center manager, you want to do everything in your power to run your business successfully. The effectiveness of your contact center can impact everything from your customer service levels to your ability to bring in more business. There are a variety of tools…
Read MoreHow to Achieve Call Tracking Perfection
Call tracking is essential in every business, from large corporations with big marketing departments, to startups with just a few small marketing campaigns. Call tracking allows a company to see the success of their marketing efforts based on the number of incoming calls they receive. No matter how carefully you label and track each…
Read More5 Steps to Improving First Call Resolution
5 Steps to Improving First Call Resolution First call resolution is when an agent properly addresses and resolves a customer concern the first time that they call, eliminating the need for the customer to call in a second time. This key performance indicator is essential to maintaining high customer satisfaction levels and call center efficiency.…
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