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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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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.

Omnichannel Call Center Model

How an Omnichannel Call Center Model Will Help Your Business

May 13th, 2020

An omnichannel call center shares similarities to a multichannel call center, but differs in key ways. The benefits of converting to an omnichannel call center include better customer experience and retention.

Preview Dialer for Your Call Center

Is a Preview Dialer Best for Your Call Center?

April 29th, 2020

Dialers are one of the essential tools to a call center. However selecting the right dialer for your business can be challenging. These benefits of preview dialers can help increase success with your agents’ sales.

First Call Resolution in Contact Center

Successfully Master First Call Resolution in Your Contact Center

April 15th, 2020

Optimizing a call center is an ongoing process of refinement. The ultimate goal is to achieve higher first call resolution rates to increase customer satisfaction and their experience with your brand.

Blended Call Center Software

Increasing Productivity with a Blended Call Center Software

April 1st, 2020

In the modern call center, the ability to be fluid and address inbound and outbound calls is imperative. Blended call center software can help your call center run more efficiently and improve agents’ productivity.

Benefits of Using a Predictive Dialer

Top Benefits of Using a Predictive Dialer in Your Call Center

March 18th, 2020

If your company relies on cold calling to make sales, you need a predictive dialer that will improve efficiency and help increase conversions. Without a predictive dialer, you can’t keep up with your competitors. Once you learn the following six benefits of predictive dialers, you’ll understand why they’ve become so important to modern call centers. […]