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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.

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.