Call Center Solutions

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10 Customer Service Skills for the Savvy Call Center Agent

10 Customer Service Skills for the Savvy Call Center Agent Call center agents are on the front lines of customer service, representing the voice of a brand and playing a large role in the customer experience. While companies may train agents to do their jobs well-with technology training, call scripts, and feedback from managers, for example-there are nuances to agent behavior which can mean the difference...
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5 Steps for Improving First Contact Resolution

5 Steps for Improving First Contact Resolution When customers reach out to contact center agents for support, they are looking for quick and efficient answers. While agents normally strive to deliver the best service possible with first contact resolution, or FCR, there are a number of methods and behaviors extending beyond an agent's interaction with a customer that can improve the overall...
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Digital Customer Service is King Right Now

Any company that has dealt with an irate customer who was put on a long hold or whose call was dropped knows that good customer service is key to a business’ success. More specifically, it knows that responsiveness is the definition of “good service.” Your customers have the right to expect that their questions will be answered and that...
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How the Spa Industry Can Leverage a Unified Digital Call Center

A key characteristic of today’s hyper-connected customer is the unprecedented ability to multi-task. Your customers are on-the-go. They have to get more done with less time, and that’s how they prefer to conduct their purchasing. Let’s say you’re a provider of salon and spa solutions. You know that your target audience is...
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Three Ways Your Company Can Utilize Hermes Cloud

Vocalcom’s uniqueness lies in its simplicity, efficiency and innovativeness. Even more significantly, is our ability to rapidly yet thoroughly adapt to meet clients’ varying preferences. Vital functions that companies seek in call center solutions and technology can be found within our platform. Let’s take a look at three diverse...
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What Drives Your Contact Center Engagement?

Wouldn’t it be nice if your business could reach out to customers anywhere, anytime and on any device? Due to growing social media and cutting edge technology, this is now very much possible. The Drive is just one of many call center solutions powered by Vocalcom that drives (no pun intended) our promise of delivering exceptional customer service. In...
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Top 3 Best Practices for Effective Call Quality Monitoring

Top 3 Best Practices for Effective Call Quality Monitoring Contact center agents bear the great responsibility of managing customer service issues on a steady basis. One of the best ways for contact center managers to ensure that agents are providing the best service possible is to monitor the quality of their interactions with customers, yet some contact centers do not take a thorough approach for...
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Business Continuity, Disaster Recovery and Your Call Center

The call center has been integral in helping the world overcome natural disasters. A quick scan on the Web will show that in the U.S. alone, there are countless centers offering support, relief and resources after 2012’s Hurricane Sandy and the February 2013 nor’easter that quickly followed. More recently, the tornado that uprooted the state of...
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Vocalcom Supports Cosevad's Quickly Growing Call Center

For Cosevad, a wholly-owned subsidiary of the Generali Group involved with selling health, life, disability and funeral insurance products, happier agents plus happier customers equals greater economic success. And with a short-term goal of more than tripling its employee base, the company was in search of a solution to drive efficiencies in its quickly...
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