Posts by Katharine Kellar
How to Optimize Average Speed of Answer
How to Optimize Average Speed of Answer In order to understand and improve your call center’s performance, you must monitor key performance indicators (KPIs). One of the most critical of these KPIs is average speed of answer. Average speed of answer is the average amount of time it takes for an agent in your call center…
Read MoreThe Key 10 Questions to Ask Yourself When Testing Your IVR
Key 10 Questions When Testing Your IVR IVR, or interactive voice response, is a system that help callers navigate through a series of prompts to retrieve information or reach a specific department of your business. Because it’s the first thing your callers will encounter when calling your business, it’s an important aspect of your…
Read MoreHow to Translate Voicemail to Email Records in Multiple Languages
Translate Voicemail to Email in Multiple Languages Online audio transcription services make it easy to translate voicemail to email records in multiple languages. These easy-to-use online tools can help your employees avoid language barriers and keep your business running smoothly. If you’re running an international business, chances are you have customers from every corner of the…
Read More3 Causes of Long Average Call Duration (And How to Fix Them)
How to Minimize Average Call Duration When you are running a call center, you have to find a perfect balance. You want your agents to work as efficiently as possible, but you also want to make sure they are aware of other customers waiting in their queue and that they’re successfully helping each caller.…
Read MoreDynamic Number Insertion & International Numbers: A Winning Combination
Dynamic Number Insertion & International Numbers International toll free numbers are a valuable business asset for two big reasons: First, an international toll free number allows customers in a specific geographic region to call your business at no charge to them. For example: a company in India might choose to advertise a US toll…
Read More5 Keys to Writing Successful Sales Scripts
5 Keys to Writing Successful Sales Scripts Despite the rise of inbound marketing techniques, many businesses still rely on cold calling and other outbound sales strategies to generate the majority of their revenue. And while some agents are naturally good at cold calling, countless others do not. As a sales manager, it’s important to remember…
Read MoreCall Queue Management 101
Mastering Call Queue Management: Best Practices for a Seamless Customer Experience As the provider of the most effective, yet affordable, call center system software for functions like call queue management and quality assurance, we are all about best practices. If you’ve ever called a business with a customer support issue, chances are that you have…
Read MoreComparison of Tools for Integrating Call Center Applications with Salesforce
Tools for Integrating Call Center Applications with Salesforce Salesforce is one of the most popular customer relationship management (CRM) programs on the market. Its popularity is partially due to its ability to integrate with a variety of tools that help your call center run more effectively and efficiently. But with such a wide range of tools, it…
Read MoreHow to Improve the Quality of Your Phone Greetings
How to Improve the Quality of Your Phone Greetings If you’re recording a new voicemail greeting, or planning out an updated IVR/auto attendant menu, chances are that you already know that your phone greeting is an invaluable touchpoint for your business and your customers. Recorded phone greetings provide your customers with insight into your business’s personality and communicate important information,…
Read MoreHow To Tell If It’s Time to Upgrade Your Call Center Software
Signs It’s Time to Upgrade Your Call Center Software When you first purchased your current call center software, it was a top-of-the-line solution with all of the latest features. But lately, you’ve started to notice the little things. Maybe your current solution doesn’t have social media integration capabilities, or maybe you’ve had a hard time…
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