How to Use Call Detail Records to Detect Fraud
Learn how data from call detail records can help you find fraud calls made by your phone system — and prevent them from happening again. Continue reading How to Use Call Detail Records to Detect Fraud
Category Archives: voip
4 Steps to Improve Call Flow from Greeting to Resolution
A well-designed call flow is great for customers and agents. See if your call flows are as efficient as possible and what to do if they’re not. Continue reading 4 Steps to Improve Call Flow from Greeting to Resolution
A Call Group Perfectly Handles These 7 Inbound Scenarios
Setting up a call group is a great way to get more out of your phone system. Discover how they work and the best ways to use them. Continue reading A Call Group Perfectly Handles These 7 Inbound Scenarios
High Call Center Queuing Times? 5 Causes With Easy Fixes
Discover the best ways to get call center queuing times under control without telling agents to work harder. Continue reading High Call Center Queuing Times? 5 Causes With Easy Fixes
How to Use Call Center Outsourcing and Protect Your Brand
When done right, the only thing customers notice about call center outsourcing is faster service. Discover how to do it today. Continue reading How to Use Call Center Outsourcing and Protect Your Brand
How to Make a Call Center Knowledge Base Reps Actually Use
A call center knowledge base needs careful consideration to be relevant. Here’s how to create a helpful resource call center employees love to use. Continue reading How to Make a Call Center Knowledge Base Reps Actually Use
6 Undervalued Call Center Metrics (+3 That Are Misleading)
Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Continue reading 6 Undervalued Call Center Metrics (+3 That Are Misleading)
7 Causes of Call Center Burnout Any Employer Can Address
Learn practical steps for recognizing and responding to call center burnout — before it’s too late. Continue reading 7 Causes of Call Center Burnout Any Employer Can Address
The Latest Call Center IVR Upgrades Are Slashing Wait Times
Discover some of the newest call center IVR features plus how they impact agents, customers, and your average wait time. Continue reading The Latest Call Center IVR Upgrades Are Slashing Wait Times
8 Simple Call Center Best Practices That Require $0 Spend
Find efficiencies by ensuring agents and managers are following call center best practices. It costs nothing, and the gains can be tremendous. Continue reading 8 Simple Call Center Best Practices That Require $0 Spend