Latest Contact Center Best Practices

Dec 23

How to Prepare Your Customer Service Team for the Holiday Rush

Posted by Rachel Brink on Dec 23, 2015 8:52:23 AM

While many businesses slow down during the holiday season as clients and employees take time away from the office, others—in particular call centers and customer service departments—become increasingly busy, experiencing large quantities of returns and product inquiries related to holiday purchases. And with rising call volumes and customer expectations, customer service managers must ensure their business processes and employees are capable of handling the holiday rush.

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Topics: customer service, call center, contact center, increased call volume, holiday customer service, call volume, holiday season

Aug 06

The Best Contact Center Solution (According to My iPod)

Posted by Madeleine Coe on Aug 6, 2013 2:00:00 PM

“Jenny, I got your number, I need to make you mine….”

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Topics: call center, crm integration, contact center solution, call center software, cloud based call center, cloud customer service, technology, software, increased call volume

Jun 25

Three Ways to Handle Call Spikes during the Zombie Apocalypse

Posted by Madeleine Coe on Jun 25, 2013 2:00:00 PM

You hear a scrape against the pavement. It is not a footstep, but rather the sound of something being dragged. You’ve just made your commute to work and are walking through the parking garage. A figure looms in the distance, barely visible. It’s still dark outside in the pre-dawn hours of the morning. The hairs on the back of your neck prick up.

You walk faster, shaking your head and telling yourself not to over-think it. It’s probably just someone else that works in your office building. Your morning coffee hasn’t kicked in and this could just be the remnants of a nightmare.

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Topics: VTAG, inbound, outbound, cloud based solution, call center scalability, grid computing, increased call volume