• The Virtual Solution to the Temporary Employee Challenge

    With hurricane season in full swing and the holidays right around the corner, call center managers’ minds are on staffing. If you’re part of this group, you may be asking yourself: When should I start to scale up or down? Do I have enough trained agents? What if I have to close the contact center due to inclement weather...

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  • Empowering Your Call Center Agents Could Save You Millions

    No matter how smart and self-sufficient the customer or how automated a technology in question may be, an inefficient agent can have a detrimental effect on any business. It is for this reason that empowering call center agents is a necessary step on the road to success. It doesn’t take much to know that the expectation of the customer...

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  • Taking a Step Back Could Be Your First Step Toward Progress

    The proliferation of mobile technology and interactive customer solutions has undeniably made the job of the call center easier. Contacting and interacting with customers is easy, managing accounts and customer history is simple, and a well-implemented call center application or solution can make the company’s side of the equation easy to navigate. However, in an age of countless solutions,...

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  • The Call Center Manager’s Role in Handling Customer Complaints

    Customer complaints and problems, service agents are trained and empowered to solve most them on their own using business rules that are preset in a company’s call center software. There are some service recovery situations, however, in which the conversation needs to be escalated to a manager. The manager has three key responsibilities during an escalated call: 1.       Satisfy...

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  • Best Practices for Successfully Offering Preferred Communication Channels

    It’s no secret that customers use more than one method to get the information they want. Between the use of computers, iPads, smartphones and more, there’s now far more than one unique way for customers to reach out to companies and get information. Therefore, among the many call center solutions on the market today, it is absolutely critical that...

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  • ICSA Annual Conference Is In Full Swing – Will You Be There?

    Customers are at the heart of any business; it should go without saying that the way customers are treated is of the utmost importance. This is what drives Vocalcom’s call center applications, software and solutions, and this is also what’s driving us to attend the 2013 International Customer Service Association (ICSA) Annual Conference, a premier educational and networking event...

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  • Non-Traditional Solutions Improve Call Center Volume by Up to 400 Percent

    Recent studies have confirmed what people are experiencing and seeing on a daily basis – that the use of network devices is on the rise. In fact, the number of network devices such as smartphones and computers are expected to be twice as much as the global population in a few years. What does this have to do with...

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  • Stimulating Your Visual Customers with Video Chat

    As electronics and instant information become more deeply integrated into consumers’ lives, it is the responsibility of any enterprise that utilizes call center software to keep up. In order to stay relevant and in-touch with the evolving needs of the customer, it is important to realize what the customer wants. These wants are beginning to lean towards the preference...

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  • Customer Service Reps Are No Longer at the Bottom of the Food Chain

    Today’s call center solutions have taken agents and heightened them to levels of personalized support that could not be obtained without the addition of technology. However, the technology and its features are only as powerful and capable as the people who are utilizing them. This means that managers must seek out and hire agents who are as tech-savvy as...

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