• Realizing the Impact of Employee Retention and Recognition

    Any customer-savvy call center manager knows that his or her employees are not just numbers or statistics. Your staff – no matter how big or small – comprises the heart of your business. It’s one of your company’s most valuable assets (after all, the way you treat your employees is a future reflection of how they will treat your...

    Read more
    Read more
  • Quick Tips for Keeping a Smile on Your Customer’s Face

    Every call center is swimming neck deep in a sea of customer engagement strategies, methods and approaches – some of which work better than others and some that don’t work at all. We all know that great customer service – supported by great call center software – is the foundation of any flourishing organization. Every manager or decision maker...

    Read more
    Read more
  • Call Center Agent Collaboration – What You Need to Know

    In any organization that discusses and handles any number of clients, the importance of call center software cannot be understated. However, this shouldn’t be considered a benefit that is only seen from the client’s side. The benefits that this software offers agents and enterprises that successfully integrate it is just as, if not more, important. The possibilities and opportunities...

    Read more
    Read more
  • Why Your Call Center Software Needs Video Conferencing

    Video conferencing is normally associated with entertainment and benefits that align more with personal, rather than professional, use. However, when implemented as a form of call center software, brands can see how this technology can easily be used to help increase customer engagement and provide the positive and valuable service they strive to deliver. How so? Customer service involves...

    Read more
    Read more
  • The Importance of Supporting Self-Service

    Call center managers should be on the hunt for advanced interactive voice response (IVR) support in their call center software because so much of a customer’s experience is handled by the customers themselves. While on the surface this may appear to be a cold business move, research shows that utilizing IVR technology has become the preference of many clients....

    Read more
    Read more
  • Top Call Center Features for Exemplary E-mail Support

    Being a leading-edge call center technology supplier, Vocalcom recognizes that a keystone of any successful business solution includes putting together an effective and efficient way to handle e-mail. E-mail isn’t just a way to talk to customers and colleagues, because when used to its full potential, it can be one of the strongest tools available to engage with customers. ...

    Read more
    Read more
  • Four Must-Have Features for Strengthening Web-Based Customer Service

    The online realm is a great tool with which to offer customers and clients a singular destination for their questions. However, simple Web presence isn’t enough for customers or clients —they also want support when navigating the website. In fact, a 2013 survey conducted by LivePerson Connecting with Customers showed that 83 percent of those surveyed had the need for...

    Read more
    Read more
  • Four Ways In-Store Kiosks Amplify Customer Service Strategy

    Imagine that one of your customers likes a certain pair of shoes but there are none left in her size. You could easily lose the sale, but not if you had an in-store kiosk. In fact, with a kiosk, you could enhance the sale and increase store revenue. Looking at today’s call center solutions and not sure where to...

    Read more
    Read more
  • The State of Occupations Within the Telecom Sector

    All eyes are currently focused on the job market in the U.S. While all the talk these days is on manufacturing, however, there is one market that is growing at a much faster rate—the telecommunications sector. It has been reported that domestic hiring in the telecommunications space is up 5 percent over the past year, while every other job...

    Read more
    Read more