The last few years have seen some of the largest crises in the last 20 years, having a significant impact on our existence both economically and psychologically. In 2020, Covid-19 led to a significant slowdown in global economic activity and…
One of the most important functions of a call center is having an invisible queue. It is the most appreciated service from customers that connects them with your representatives. More than half of a customer’s experience is influenced by emotions,…
During and after the pandemic businesses across the world have found an increasing need for outsourcing IT services. According to statistics on cybercrime from 2019, 53 victims were reported every hour. The hourly victims soared to 90 in 2020, the…
Nowadays, it is common practice for businesses all over the world to hire external companies to perform a task or service that is normally carried out by an organization’s own employees. Usually, the outside vendor is hired to handle a…
As we approach the end of the year, we are excited to announce some new features in our platform that we think you’ll love. We’ve added a range of tools and enhancements to help you better manage your calls and…
Nowadays companies are putting a lot of effort into improving customer experience. In fact, meeting customers’ needs has become a must if wanting to create a successful business. Overall customer satisfaction is up ~2% across most channels over 2020, despite…
What is TCPA? Before we can describe what the TCPA actually is, we must first define telephone solicitation. The act of initiating a call or message to any individual with the intent of enticing them to buy, rent, or invest…
The importance of call center support is well-established. It still holds a top spot in providing eCommerce support despite the introduction of new mediums. So much so that 42% of customers still use landline phones to contact customer service. And…
CNAM stands for Caller ID and Name. It is a process where the caller’s name is transmitted to the receiver’s phone, which is then displayed on their screen. Incoming and Outcoming Calls Both incoming and outcoming calls are available with…
Managing employees can be challenging. For call center employees, it is incredibly important to be able to manage them effectively as they are customer-facing. They need to create positive customer experiences. In this article, we provide you with some tips…
