Category Archives: call center management

How IVR Analytics Fixes Call Flow Issues and Frees Up Agents

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Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do that and then some. Continue reading How IVR Analytics Fixes Call Flow Issues and Frees Up Agents→

ACD vs IVR: Which One Will Save You More Customers?

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Struggling to choose between ACD vs IVR? Learn which one’s best if you have to choose and when you should use both. Continue reading ACD vs IVR: Which One Will Save You More Customers?→

How to Write a Call Center Business Plan in 7 Steps

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Get step by step guidance on the unique elements required for a call center business plan, including hiring, finances, and more. Continue reading How to Write a Call Center Business Plan in 7 Steps→

5 Steps In Every Successful Contact Center Migration Plan

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A well executed contact center migration starts months before testing. Learn what you should do for a smooth migration to the cloud. Continue reading 5 Steps In Every Successful Contact Center Migration Plan→

How to Test a Call Center Integration Before Buying Seats

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If every call center integration was as easy as advertised, we wouldn’t have written this guide. Learn six ways to investigate before you buy. Continue reading How to Test a Call Center Integration Before Buying Seats→

6 Ways to Automate Key Elements of a Call Center Workflow

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Small improvements to your call center workflow can lead to big wins. Learn how to automate routine tasks to save time and reduce human error. Continue reading 6 Ways to Automate Key Elements of a Call Center Workflow→

5 Key Call Center Software Features + How to Judge Them

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There are only a handful of call center software features that vary in a meaningful way between vendors. Here’s what you need to know. Continue reading 5 Key Call Center Software Features + How to Judge Them→