• Part 2 – 10 Quick, Need-to-Know Facts for Call Center Survival

    When call center executives were asked what were the top challenges they faced when it came to “Intraday Management” (the day-to-day running of their call center) they picked 10 areas of concern. While part one of this article addressed the first five topics, this concluding portion will tackle five other challenges managers confront – from allocating idle time and...

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  • Part 1 – 10 Quick, Need-to-Know Facts for Call Center Survival

    Marshaling and making use of their call center’s resources is always at the top of any call executive’s mind. The day-to-day scheduling of call center agents, the timely answering of customer calls and the proper management of employee downtime, known as the “Intraday Management” of the call center, were the focus of questions put to call center executives to...

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  • Part 2 – Top Areas of Improvement for Call Center Intraday Management

    When call center managers were asked about what needed the most improvement in their call centers, they mentioned four areas. The first two – intraday staffing and queue management –were discussed in part one of this series. Now, let’s move on to the last two challenges faced: Real-time monitoring and alerts and intraday task management. The Challenge: Real-time monitoring...

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  • Part 1 – Top Areas of Improvement for Call Center Intraday Management

    Intraday management is arguably one of the top priorities of a call center’s operations. Managing and maintaining the day-to-day operations of a facility is undoubtedly crucial; however, it’s not as easy as it seems. The process can bring along some unique challenges, evidenced by the fact that call center managers recently agreed on four challenging areas in a recent...

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  • How Will WebRTC Impact The Web-Based Contact Center?

    WebRTC has opened the floodgates of Web-based services and ushered in a new and transformative era of communications – one that brings with it an umpteen amount of possibilities. Allowing real-time communications (RTC) to be offered directly on the Web without the need for plug-ins or third-party software, WebRTC brings a slew of advantages and benefits to both users...

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  • The Perks of Combining Call Centers and Foreign Languages

    If you ask anyone beyond the age of 50 to operate an iPhone, change the channel on XM Radio or read the instructions in a computer setup manual, the responses tend to vary drastically. Some people will adapt to the technology right away, some may even teach you a few pointers and for some, it will understandably take a...

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  • Your Business Loses Over $9,000 a Year By Avoiding This One Thing

    New research conducted by data visualization analytics tool SumAll shows that businesses can lose over $9,000 a year by not tweeting. Yes, tweeting. The numbers show that one single tweet generates an average $25.62 in revenue as opposed to not tweeting at all. Companies with a strong social media presence tweet at least once a day; when you do...

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  • Is Your Contact Center Struggling with System Disparity?

    Managers, administrators and execs are constantly on the lookout for the next best call center software; one that will unlock the secret to all of their communication and integration woes, one that will allow for flexibility in supporting multi-channel engagement and one that boasts practical applications for their disparate systems. However, it seems like there’s a rather widespread problem...

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  • Virtual Call Center Software Means Working Home on the Holidays

    While many of Vocalcom’s clients are internationally based, for those located in the United States, the fourth of July is quickly approaching. For many Americans, this means outdoor festivities, barbeques on the beach and some celebratory toasts to the day America gained its independence. Many people will be enjoying their day off to spend time with friends and family;...

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