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Healthcare Reputation Management: 7 Tricks to Do First
Staying on top of what people are saying or writing about you is about more than ego. It helps you amplify the positive and quickly resolve anything negative—before it blows up. Healthcare providers face a unique challenge when it comes to their reputations. How current and future patients view you […]
3 Types of Call Center Reporting and Which Is Right for You
Managing a call center well requires a lot of careful decision-making and even more data to back it up. At the same time, though, it can be extremely difficult to know which KPIs and metrics matter the most to your specific business. There are three types of call center reports […]
Will a Call Simulator Help Your Agent Training? Not Really
Call simulators can be nice tools when you want to provide supplemental training and practice for your agents, but they can’t replace the hands-on experience they’d get from dealing with real customers. In other words, call simulators work, but they’re not very practical for training purposes—especially in the long term. […]
7 Essentials to Reputation Management for Celebrities
Reputation management helps improve a public figure’s brand, gain better control over what information circulates about the figure in question, and repair damage caused by negative news pieces. It’s also an important consideration for every public personality with a fanbase, regardless of size. Without reputation management, for example, just one […]
Should You White Label Reputation Management? It Depends
White label reputation management involves offering reputation management services under the name of another agency. An example would be a digital marketing agency that doesn’t specialize in reputation management entering a white label agreement with a specialist reputation management agency to deliver services on its behalf. In some cases, certain […]
Who Should Use Reputation Management (+Getting Started)
Reputation management involves monitoring and influencing your reputation with the goal of both protecting and enhancing it. Given that negative press can spread quickly through news, social media, and other digital outlets, this practice has arguably never been more important than it is today. What Reputation Management Includes Here are […]
How to Automate Your Personal Reputation Management
In today’s digital world, information spreads like wildfire. That includes information about you. What people read about you online—whether accurate or not—impacts your reputation and potentially all aspects of your life. You want the things people read about you to be true. But keeping track of everything that appears online […]
Call Blocking Done Right (The First Time)
If you’re getting unwanted calls from people and numbers you don’t recognize or wish to hear from, call blocking is the answer you’ve been waiting for. Whether it’s relentless spam, overzealous agents, persistent recruiters, or someone from your personal life, call blocking can put a stop to all of it—and […]
What Your Average Call Duration Says About Your Team
Data makes the world go round, but without proper context, it can only tell a small part of the story. At a call center, for example, the average time that agents spend on calls tells you very little about the success of those calls. If the calls are super short, […]
10 Signs to Know You're Ready for Cloud IVR (+How to Use It)
A cloud IVR (interactive voice response) system is a call center solution that combines automated voice prompts with integrated features like payment systems and access to live agents. As cloud computing has moved from niche to mainstream, most IVR operations have followed suit by migrating from on-premises to cloud-based solutions. […]
Intelligent IVR: What it Can (and Can’t) Do…Yet
Electronic voices have been destined to answer phone calls ever since Bell Labs invented the Voder machine at the tail-end of the 1930s. These days, everybody and their mother has been greeted by an IVR (interactive voice response) phone system to walk them through a customer service calling menu in […]
Business Continuity–8 Steps to Future-Proof Your Call Center
You want your call center to be prepared to tackle any challenge and come out safely on the other side. While many may brush over their business continuity plans and adopt a so-called “agile” approach to potential disasters, having a plan in place will make all the difference when facing […]
A Visual IVR Can Do This One Thing That Regular IVR Can't
Visual IVRs (Interactive Voice Response) combine traditional IVR technology with visual elements such as images, videos, and menus that make for a fast, user-friendly experience. In call centers where there’s a large volume of incoming calls and customer inquiries to handle, visual IVRs can help customers get their answers more […]
12 IVR Call Flows You Can Steal (and Use) in Your Call Center
Setting up a good IVR (interactive voice response) call flow can pay dividends for your business because it can keep more customers on the line and route more of them to the exact resources they need without delays. Below, we’ll explore 12 call flows that you can implement in your […]
Steal These Free Call Center Job Description Templates
Recruiting and hiring call center employees can be a pain, but it doesn’t have to be so bad. For example, depending on the roles you’re looking to hire, you may not even have to write a job description—because you can just use ours instead. Below, we’ve put together four of […]
9 Cold Calling Tips To Increase Your Sales This Week
If you work in an outbound call center, you know how important it is to hone your skills and keep outperforming the competition. At the same time, you also know not to waste time with useless gimmicks and low-level advice that was written by AI in two seconds. What you […]
The Best Way to Get Call Transcriptions (+5 Alternatives)
If you’re looking for a robust tool that transcribes your calls in real-time, integrates with the most popular meeting platforms, and can even attend meetings in your place, Otter.ai is for you. In this post, we’ll share exactly how to use Otter, plus we’ll give you some alternative options for […]
Are Local Calls Still a Thing? Not Really
A local call is one that is placed and received within the same zip code—or technically within the same switching center. Below, we’ll break down what a local call is, how it differs from a long distance call, and why local calls are now irrelevant. An Example of a Local […]
How to Safely Set Up Your Own Wake Up Call Service
Imagine the convenience of a hotel concierge, but with a recording that you can customize. That’s the draw of an at-home wake-up call service—which is far more affordable than booking a hotel room just to get access to a concierge. In any case, for less than the cost of a […]
Call Center Outsourcing Costs: How Much Is It REALLY?
For most business owners, the main reason why they would outsource their call center services is that it’s usually the least expensive option. Be that as it may, there are several factors that go into the final cost of doing so—including the type of call center, its location, and the […]
Hosted IVR: Is It Really What Your Customers Want?
Customers have grown accustomed to the perks, flexibility, and convenience of cloud computing-hosted platforms. In customer service terms, these include personalized interactions, 24/7 access, self-service options, and AI-enhanced features. A hosted interactive voice response (IVR) is an automated telephone system that operates from a remote server, which users can access […]
The Only KPI That Matters: First Call Resolution. Here's Why
There’s a ton of different call center metrics out there, but there’s just one that you absolutely need to nail: first call resolution. Nothing kills customer loyalty more than not getting solutions right away. Resolving a customer’s query or issue on their very first call is a surefire way to […]
7 Contact Center Trends That’ll Change How You Operate
2024 will be an interesting year for call centers. In particular, although providing top-notch user experiences will still be high on everyone’s priority list, service agents themselves may be in for a ride. Many firms are already implementing AI tools to automate simple issues and offer customers self-service options for […]
20 Call Center Scripts You Can Steal (And How to Use Them)
Call center scripts can be an effective tool for agents to use during customer interactions. They provide agents with a structure on how to interact with customers and ensure important information is communicated consistently and accurately. However, while they’re helpful, they can also become limiting if your agents begin to […]
The 5 Stages of Blog Growth and Traffic Tactics
If you know exactly what you’re doing, you can build a blog from scratch that gets over 100,000 visitors per month in less than a year. Of course, that usually requires some great conditions and a lot of things to go right. Still, even if you don’t know exactly what […]
Getting Unwanted Calls? Use the Do Not Call List (With Ease)
There’s nothing worse than a spam call interrupting your day. Fortunately, there are a few easy ways to prevent them entirely. Each method is completely free and takes only a few minutes to set up. Although you may still get the occasional cold call from organizations in the non-profit or […]
5 Steps To Eliminate Call Center Burnout Permanently
Call center burnout is a rampant plague across the industry, and even the best teams can fall victim to it. One day, everything seems to be fine—but then your agents gradually start underperforming and disengaging, and then your KPIs start dropping. Before you know it, you’re in full-on burnout damage […]
5 Reasons Your Customers Hang Up During Your IVR Menu
Interactive Voice Response (IVR) menus are a quick and easy way to enhance the customer support experience that your company can offer over the phone. They allow callers to navigate through self-service menus by pressing numbers on their keypads or by speaking with an automated conversational response system. IVRs that […]
9 Call Center Integrations You Can’t Afford to Overlook
Gone are the days when each piece of software existed in a vacuum. Thanks to APIs (Application Programming Interfaces), software now communicates between each other easily. However, businesses often buy software without considering what they truly need—especially when it comes to call center solutions. When you start using a call […]
5 Surprising Things Call Detail Records Can Help You Manage
When running a call center, it behooves you to check your CDRs (Call Detail Records) from time to time. These are not full scripts of entire conversations, but rather, a stored log of information about every phone interaction between your call center agents and your customers. Typically, the details include […]
Normal Caller ID Not Good Enough? Here’s the Best Alternatives
Caller ID has been helping us screen calls from telemarketers, ex-partners, and overly chatty relatives since the late 1980s. Nevertheless, spam callers keep finding new ways to get around it. In fact, it’s gotten so bad that a prevailing opinion these days is to avoid picking up any call that […]
How to Copywrite - Get Insane Results as a Beginner
Copywriting can seem like a dark art. It’s not. There’s a few, simple tricks that ALWAYS produce results. Get more sales, leads, and traffic just by changing a few words. And these steps are simple enough for a complete beginner to use. Look, if you follow each step in this […]
8 Easy Tricks to Have the Perfect Call Center Resume
It’s not easy to set your resume apart from your competition. Most job applicants get rejected in the first round of application screening, and only 2 to 3% of applicants receive an interview call. So what changes can you make to your resume to increase your chances of getting a […]
Is Cloud Calling Right for Your Business? Probably
Cloud calling—also known as telephony—might just be the best phone system set-up for your business for a long list of reasons. It’s flexible, inexpensive, and it doesn’t require a lot of equipment or technical knowledge. But cloud calling isn’t a one-size-fits-all solution. Rather, it’s an option that can work well […]
When to Use Automatic Call Distribution (And When to Avoid It)
Automatic call distribution (ACD) is a technology used in call centers to distribute incoming calls evenly among customer service agents. ACD helps you make sure every calling customer is connected to an agent as quickly and efficiently as possible. ACD might sound like a great idea for every type of […]
5 Cost-Cutting Call Center Workflows You Can Copy Right Now
Call center workflows can help you automate tasks, free up your agents’ time, stay financially lean, and ensure that customer inquiries are handled on time. However useful they may be, though, you don’t need a million workflows to get your call center going. Just the right ones. Pro-Tips for Implementing […]
Can’t Find Clear IVR Pricing? These Estimates Will Help
The most basic hosted IVR plans can cost as little as $20 per user per month. For more advanced cloud-based IVR systems, prices can go up to several hundred dollars per user per month. On-premise IVR systems involve a larger upfront investment, ranging from $5,000 for the most basic setup […]
Here’s When Website Breadcrumbs Actually Help Your Visitors
Similar to directory levels in an operating system, breadcrumbs are secondary navigational tools that help visiting users identify their current positions on websites, mobile applications, and even some offline systems. In a nutshell, breadcrumbs can help both search engines and human users find their way around your site, but it’s […]
7 Tips To Land Your First Customer Service Call Center Job
Sales and technical support teams are like little armies protecting a company’s reputation. Call center representatives, meanwhile, are like field commanders who answer calls, troubleshoot issues, and track all of their progress to protect the company and its customers. But being a call center representative requires a lot of skills […]
(Exact) Steps to Announce Caller Name on ALL Devices
Although call masking can be used to keep some phone numbers hidden, it’s nice to know who is calling you the rest of the time. One of the lesser-known ways of doing so is to have your device announce caller names out loud. Not only can this save you time, […]