• The Secret to Faster First Call Resolution is No More

    Cost per contact (CPC) is the call center’s most volatile operating expense. The longer the average talk time, and the higher the number of times the customer must interact before getting a resolution, the more expensive the call’s resolution. It’s a relatively simple concept. CPC is also the metric with the most potential for improvement; therefore, the software that...

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  • Vocalcom is Ready for ICMI’s Call Center Demo & Conference 2013!

    ICMI’s Call Center Demo & Conference 2013 – deemed the industry’s “Must Attend” event of the fall – has officially kicked off today. The event, which takes place October 21-23 in Atlanta, Georgia, not only boasts the largest network of leading players and peers in the contact center space, but is the only fall event with a consistent track...

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  • Call Center Activity Reports – More Useful Than Ever

    Vast amounts of data improve numerous aspects of the call center experience in 2013 – from what types of multi-channel solutions to offer to best times to call customers even to figuring out what to say when on the phone with those customers. One source of data that is at every call center manager’s fingertips, though, is the information...

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  • Cutting Every Productivity-Wasting Corner in Your Contact Center

    As more channels of communication become available to the call center agent, working the phone lines can feel like a rather antiquated way of spending one’s day. With a hosted predictive dialer solution, however, agents are not only able to connect with as many potential customers as possible, but call center managers are able to rely on the technology...

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  • Maximizing Your Unified Agent Experience

    Retaining great employees – especially great call center agents – is all about respecting their time, helping them be as efficient as possible and feel appreciated for the work that they’re doing. Nothing slows down a call center agent more than waiting to find out if a prospective customer will pick up the phone. The new unified agent is...

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  • At least 15 Percent of Customers Desire Online Assistance – Does Your Contact Center Give It to them?

    There are many different options customers can take advantage of if they’re looking for that little extra service push. When it comes to finding the specific answers they’re looking for, there are more options than ever before for customers to use, regardless of where they’re located, such as in-store kiosks, automated responses and direct customer service applications on mobile...

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  • Get to Work! Retain More Customers With This Simple Four Step Process

    Call center interactions involve more than just having the ability to speak with customers. It also involves the ability to effectively answer inquiries, resolve concerns and consistently deliver valuable, top-quality performance. The importance of this is pretty self-explanatory; many customers will stop doing business with a company strictly due to a poor customer service experience. In fact, 89 percent...

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  • Gauging Employee Engagement When Your Customer is Your Co-Worker

    Did you know that you may be considered a “customer” by the company you work for? Or that you may be responsible for serving customers even if you don’t have a customer-facing position? The truth of the matter is every internal department that provides services to other departments is considered to have “internal customers.” This can include the helpdesk,...

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  • Exploring ‘Growth Technologies’ for the Contact Center

    It’s indisputable that the cloud contact center market is amidst a period of explosive growth. In today’s current, always-on society, everything has become more mobile and more accessible via phones, tablets, computers and soon even wearable technology. Because of this, it is important that cloud contact center managers expand their organizations alongside this notable technological growth to meet customers...

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