How to boost customer and employee satisfaction with call center human resources software

How to boost customer and employee satisfaction with call center human resources software

Managing employees in a call center environment – especially hourly-based call reps – can be a daunting task, even on a good day. But there’s no need for call center managers to feel like they’re herding cats. Using a proper call center workforce management software tool, their jobs can be greatly simplified. Until the robots…

3 ways to outpace your competition using call center automation software

3 ways to outpace your competition using call center automation software

In this post, we’ll cover one of most critical items for a call center’s success: Workflow automation. “Workflow” is simply the set of processes a call center uses to manage its workload and ensure that reps are actually completing their tasks. Most call centers use one or more software systems to automate parts of their…

8 critical questions to ask when choosing a call center VoIP phone system

8 critical questions to ask when choosing a call center VoIP phone system

For a call center, there are few decisions more important than what phone system you choose. An advanced VoIP phone system is as critical to your team’s success as your circulatory system is to your body’s health. It’s what ties all the disparate parts together and allows your call center to function effectively as a…

5 ways your call center CRM software can make or break success

5 ways your call center CRM software can make or break success

Does your call center have three or more different software applications that users have to log in and out of to perform their tasks? If so, then it’s likely that the overhead of running multiple applications is sapping your overall efficiency. Think of the productivity boost and cost savings you could achieve by consolidating those…

The art of reporting: Achieving your dream call center dashboard

The art of reporting: Achieving your dream call center dashboard

Reporting is one of the most pivotal components of a comprehensive call center management system. Business intelligence is, after all, the actionable data you need to make key management decisions, such as staffing and workload management. You need the details of your call center system’s inner workings to be fast and easy to access, but…