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Welcome to the CallTools.com Blog

The CallTools.com blog provides contact center insights every other Wednesday. No matter how many agents you have, whether you run a small business or a massive enterprise, CallTools.com offers news & tips to help your company succeed.

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Conversational SMS Marketing

Does Conversational SMS Marketing Fit Your Business?

September 16th, 2020

SMS engagement can be a useful tool in omnichannel campaigns. Conversational SMS is one of the latest technology trends allowing better customer engagement and experience for call centers.

Increase Call Center Conversions

Increase Call Center Conversions with These Tips

September 2nd, 2020

When operating an outbound call center, focusing on conversions can determine the difference between a successful campaign and a flop. These tips can help train your agents and set them up for success.

Call Center KPI Benchmarks

How Call Center KPI Benchmarks Reflect Your Brand

August 19th, 2020

Part of being a call center manager means fine tuning your teams and processes. These KPI benchmarks are some of the areas that should be analyzed in order to promote conversions and enhance customer experience.

Challenges Managing Remote Call Center Agents

The Challenges of Managing Remote Call Center Agents

August 5th, 2020

While there are several benefits of working from home, challenges can often over come managers. In a call center environment, these tools and tips can help your agents excel as team members while working remotely.

Enhanced Caller ID Improves Answer Rates

Display Your Branded Enhanced Caller ID to Increase Answer Rates

July 22nd, 2020

Brand awareness is growing in popularity among consumers. One way a company can improve their branding is through using enhanced caller ID. Your caller ID is the first impression for customers on outbound calls.

Key Features in Predictive Dialer Software

Key Features Predictive Dialer Software Provides for Agents and Managers

July 8th, 2020

Dialing software is crucial for any call center. Selecting the write dialer can be overwhelming at times. These are some of the top benefits from using predictive dialer software for both agents and managers.