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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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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.

AI Solutions Improving Call Centers

How AI Solutions Are Improving Call Centers: How They Work for You?

June 24th, 2020

Call centers constantly adapt new technology to be more competitive. Artificial Intelligence is one new trend that is making its way into the call center. AI solutions have proven effective in streamlining some aspects of customer service.

Whisper Coaching for Remote Agents

Whisper Coaching to Train Remote Employees

June 10th, 2020

Training remote agents, or agents working from home, can be a daunting task for call center managers. Whisper coaching is one tool that can help train calling agents in real time during a call with customers.

With Call Scoring You're the Coach

With Call Scoring, You’re The Coach

May 27th, 2020

A call center should function efficiently as a team. Each agent has to play their own part in order for the operation to run smoothly. Call scoring allows managers to assess the performance of the team and look for areas needing improvement.