15. June 2021

What is Call Queue and How to Use it for Inbound Calls

Having to wait on hold is one of the main reasons why customers dislike calling support lines. For the majority of us, doing that means we can expect either a long time waiting on hold or having to call multiple times just to get through. It’s even worse considering that, unlike a checkout or takeaway queue, there’s often no way of knowing how many callers are in line before you (unless stated) or how many agents are currently working.

10. June 2021

VoIP vs Landline: Which is Better for Small Business?

Landline phones are pretty much on the verge of extinction. In 2004, over 90% of American households had a landline. Fast-forward to 2020, and only 40% of still have one. Meanwhile, in the UK, 35% of respondents said they only have a landline because it’s necessary for their internet connection. Why use landline phones if we have fast mobile devices?

2. June 2021

A Practical Guide to Motivating your Sales Team Despite the Pandemic

During 2020, employers suddenly faced the need to organize their salespeople's work in a home office system. Bosses also had to coordinate their activities, ensure continuity of their organization’s operations, quickly respond to the changing situation, and at the same time maintain the same high level of team involvement. Sales professionals may find themselves in an insecure professional environment as a result of these changes.

27. May 2021

First Call Resolution: Definition, Measurement, best practices

First Call Resolution is an essential element of an effectively functioning and efficient call center. What are the best methods to drive its improvement? What does the implementation and observation of this indicator tell us? How does customer service deal with the first contact with a customer? Fasten your seatbelts: we’re starting with the answers right now.

20. May 2021

7 Reasons to Choose Cloudtalk as your Omnichannel Contact Center Solution

The way in which customers call companies in the last decade has changed tremendously. It’s true that many people still choose to stand by traditional phone support, but they have far more options at their disposal nowadays. They can make contact via emails, live-chat widgets, or social media messaging, and all straight from their smartphones whenever they need. As a result, expectations of receiving swift service have grown too.

18. May 2021

5 Ways To Prevent Call Center Burnout

It is common knowledge that many call centre executives burnout, some even get critical. But why is it such a menacingly common problem in call centers? What are the issues that lead to burnout, and what changes can you introduce to prevent it and control it?