• Exploring the Eco-Friendly Side of the Virtual Call Center

    For businesses that want to be cost-effective and eco-friendly, a virtual call center can help. The advancement of call center technology has enabled virtual call centers to become more common and more reliable. This type of setup is praised for its cost-saving effectiveness as well as flexibility; however, some companies might be surprised to learn about the eco-friendly benefits...

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  • Benefits of a Virtual Call Center vs. Outsourcing

    A recent article from NPR discusses how American companies are increasingly looking to virtual call centers versus outsourcing options to provide customer service. In the past, companies might have been tempted to first turn towards outsourcing their customer service operations; however today, non-traditional methods have shown to be a more popular and effective approach. Virtual call centers provide many...

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  • Let Your Employees Relax in a Virtual Call Center

    While every call center agent strives to be as helpful as possible when addressing customer issues, there can be a certain amount of stress that comes along with life in the traditional call center. The stresses of a daily commute and interoffice politics, for example, have been shown to make life difficult in the call center. In general, ‘job...

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  • Research Shows Millions in Savings With Online Self-Service Approach

    Research shows that the financial benefits of implementing online self-service for contact center customer service are insurmountable. Don’t get us wrong, multi-channel customer service is touted as being the future of the contact center, but sometimes, customers inevitably want to serve themselves. So, what better way to handle their inquiries than online? If your customers are misusing or abusing...

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  • New Customer Service Stats That You Need to Know

    The call center industry is synonymous with that of customer service. The two are like salt and pepper, a burger and fries or peanut butter and jelly. Any call center manager – or any business executive, for that matter – needs to stay on his or her toes when it comes to the latest trends, insight and pertinent data...

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  • Software-as-a-Service Becoming a Top Customer Service Technology

    Among the many call center solutions made available today, Software-as-a-Service (SaaS) is rising as one of today’s most popular, especially for delivering premium customer service. In fact, according to a recent whitepaper released by Forrester Research, nearly 70 percent of organizations are either currently using SaaS solutions for “horizontal business processes,” such as customer relationship management (CRM), or are...

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  • Does Your Virtual Call Center Go Beyond the Basic Phone Call?

    For years, we’ve heard the main claim to fame for implementing a virtual call center: All you need is a person and a phone. While this is true, businesses looking to provide an enhanced and personalized customer service experience that goes beyond the basic or run-of-the-mill must be empowered with today’s more sophisticated technology on the market. This can...

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  • What Customer Service Improvement Projects Are You Prepared to Undertake?

    Research is now showing that call center managers and decision makers are being more selective than ever when it comes to what customer service improvement projects they’re willing to undertake. This is pretty understandable; so far in 2013, there have been a multitude of top trends and opportunities made available that can help companies craft a solid roadmap for...

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  • What’s on Your Customer’s Call Center Wish List?

    Any well-seasoned call center agent knows that it’s easy to think of customers in regards to the problems that they bring. It’s important to always remember that customers are people, too, and each one is unique—a fact that can lead to some of the more interesting and challenging aspects of the call center environment. Let’s take a look at...

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