ChaseData Call Center Software Blog

Ringless Voicemail Marketing Brings in Sales

Posted by Ahmed Macklai on Aug 9, 2018 7:30:00 AM

It’s a hot topic. Everyone is talking so much about robocalls and that makes it hard to talk about an innovative positive story, ringless voicemail marketing. To be completely fair, scammers have made of apps that harvest telephone numbers from unwary smartphone owners. In turn, these lists are sold to other scammers who are running everything from the “IRS is coming to arrest you” scams, to health insurance scams, Social Security scams, and other ways to separate people from their hard earned money.

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Topics: Call Center Software

Remote Agents on Demand with Home Based Call Center Software

Posted by Ahmed Macklai on Aug 7, 2018 7:30:00 AM

Call center scheduling can be extremely tricky. It’s hard to know when a search is approaching, which times of the year you might be inundated with calls. Idle agents can eat payroll dollars, but at the same time you don’t want to understaff and allow callers to hang in your IVR. Unless your call center software is up to the task, it can be very difficult to add remote agents. If your software is not up to the task of handling calls just as if the agent was sitting in your contact center, it is time to upgrade.

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Topics: Call Center Software, Call Center Management

What is an Acceptable Abandon Rate in a Call Center?

Posted by Ahmed Macklai on Aug 2, 2018 7:30:00 AM

One of the key KPIs for call center operators is the abandonment rate. The definition of an abandoned call is one where the caller hangs up before an agent can answer or as an agent is answering. However, it is possible to cast a wide net in the effort to determine an acceptable abandon rate in a call center.

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Topics: Call Center Management

4 Ways Call Center Data Analysis Improves Sales

Posted by Ahmed Macklai on Jul 31, 2018 7:30:00 AM

Analytics can be a very dry affair. They’re comprised of hard numbers and data breakdown, and if you’re not an analytically minded person, then it might seem like a drag. However, despite the dry nature of analytical data, the information can make or break your call center.

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Topics: Call Center Tips, Call Center Management, Call Center Operations

Call Center Metrics That Matter Most to Evaluate Agents

Posted by Ahmed Macklai on Jul 26, 2018 7:30:00 AM

A successful call center is one that uses the latest technology, including calling software, apps and reporting functions to understand the center’s operations each day. However, there’s a balance when it comes to data and job performance since a huge part of the customer experience is rooted in the personality and capability of each agent.

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Topics: Call Center Management, Call Center Operations

Using Automated Routing to Deliver an Omnichannel Experience

Posted by Ahmed Macklai on Jul 12, 2018 7:30:00 AM

The world of call center software is rife with buzzwords. Listening past the jargon and looking past the handwaving is an essential skill when it comes to figuring out what your call center needs to be successful. Starting out, a fundamental need is having agents on hand who can handle whatever situations are within their skill set. However, getting the clients to those agents can be a long and torturous process that – if mishandled – leaves a business hemorrhaging client loyalty and client dollars. Keeping customers satisfied has replaced the bottom line in many businesses, and those businesses have found that the bottom line can grow fat even on a slightly smaller cut of the pie.

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Topics: Call Center Software

Analyzing Call Center Analytics to Face Customer Challenges Head On

Posted by Ahmed Macklai on Jul 10, 2018 7:30:00 AM

Why are you still guessing?

When operating a call center, it seems like the blame game is never-ending. The agents are not making or taking enough calls. Enough calls are not coming in. It’s a slow season. The server is overloaded. Old equipment. New agents. Reasons, finger-pointing, and excuses for poor performance do not pay any bills. Moreover, the guessing game and the blame game are both inexcusable when a vast trove of data is right at everyone’s fingertips.

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Topics: Call Center Software

What is the Difference Between Customer Service and Customer Experience?

Posted by Ahmed Macklai on Jul 5, 2018 7:30:00 AM

Discussing important factors in improving and increasing your business's profits is a conversation that can't be had without mentioning both customer service and customer experience. These two pieces of the business puzzle are both hot topics, but many business owners don't fully understand the difference between customer service and customer experience – and this confusion leads to an inability to focus properly on improving either.

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Topics: Call Center Management

Five Ways to Differentiate Your Call Center Customer Experience

Posted by Ahmed Macklai on Jul 3, 2018 7:30:00 AM

The customer experience is one of the most important factors in creating a strong business with a thriving bottom line. If your consumers are not happy with the experience they share with you during the length of their interaction – the very definition of the customer experience, according to Forbes – then you can rest assured they won't return for a second one.

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Topics: Call Center Management, Call Center Operations

Travel and Hospitality Contact Center Software and the New Travel Culture

Posted by Ahmed Macklai on Jun 28, 2018 7:30:00 AM

A Deloitte & Touche white paper shows the travel industry bookings have reached 1.6 trillion as of the year 2017 with steady growth over the past two decades, recession notwithstanding. 2018 is forecast to be a very busy year, with economic indicators rising. However, the main factors driving travel and hospitality growth are heavy corporate travel demands and on the consumer side a shift from buying things to buying experiences. Coupled with heavy competition among the airlines and cruise ship companies the cost of going places and doing things has never been more within reach. Even hotels are struggling to fulfill travelers desires for a midrange “base camp” that nonetheless has the amenities that travelers need. Millennial and Gen X travelers eschew luxurious properties in favor of those lower-priced rooms that have good Wi-Fi, clean and modern rooms, and easy access to all the trips they want to take.

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Topics: Call Center Software

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