ChaseData Call Center Software Blog

How to Adapt Call Center Automation Based on Company Size

Posted by Ahmed Macklai on Feb 6, 2019 7:30:00 AM

Contact centers aren’t all the massive facilities we picture when we envision modern customer service. Many call centers are still relatively small operations, which means that the one-size-fits-all attitudes of software manufacturers won’t suit their needs as well as those of larger facilities. Unfortunately, this leaves many smaller facilities feeling like today’s best tools and technology – such as call center automation – are beyond their budget and needs.

What can be done to adapt modern call center technology to the needs of smaller operations or scale it to suit that of growing businesses? Read on to find out how adaptive technology is making the difference.

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Topics: Call Center Software

5 Peak Season Planning Steps To Keep Consumers Happy

Posted by Ahmed Macklai on Jan 16, 2019 7:30:00 AM

The holidays are a busy time for everyone. For those who work in the field of customer service – especially in call centers and similar settings – the winter holidays and the days that directly follow them are some of the busiest and most difficult. With so many people making holiday purchases, there’s bound to be an increased need for customer service when something goes wrong along the way.

That's why peak season planning is so important. Keeping consumers happy is an all-year, round-the-clock job, and your call center can't afford to take days off from providing excellent customer service just because your numbers have gone up. 

Here’s your guide to maintaining great customer service despite the hectic pace of the holidays – or any peak hours or season your call center may encounter – with good peak season planning:

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Topics: Call Center Management, Call Center Software

Live Chatting: The Future of Customer Service

Posted by Ahmed Macklai on Jan 9, 2019 7:30:00 AM

Call center customer service is changing. As the way we communicate evolves with our ever-changing culture, the way we do business must adapt along with it. Nowhere is this truer than in the call center setting, where communication isn’t just important – it’s the backbone of the entire operation.

One of the critical elements of this evolution in call center communication is the use of live chatting. Here, we look at how this technology has gone from a purely social medium to the future of customer service in a very short time – and how to put it to work in your call center this year.

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Topics: Call Center Software

How to Know – and What to Do – if Your Call Center Dialer is Failing You

Posted by Ahmed Macklai on Dec 11, 2018 7:30:00 AM

Owning and operating a call center, you undoubtedly know how important a good dialer is to your daily operations. However, many companies that rely heavily on their dialer end up suffering for it, because not every call center dialer is created equally. A dialer without the capabilities you need – or which malfunctions, even on occasion – can cost you dearly.

Here’s how to know how well your call center dialer is working for you and what to do if it’s failing you:

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Topics: Call Center Software

How to Get the Most Out of Your Call Center Scheduling

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

For most business owners and operators, scheduling is a priority. Ensuring that their workforce is available when they’re needed and that customers are being served is just part of creating a positive work environment and establishing good customer service. In the field of call center operations, though, scheduling is one of the most critical elements of business success. How you schedule your workforce can mean the difference between a booming call center and one that falls well behind the competition.

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Topics: Call Center Management, Call Center Software

What Call Centers Need to Know About Reducing Call Abandonment

Posted by Ahmed Macklai on Nov 21, 2018 7:30:00 AM

Few things are worse for business when you’re running a call center than call abandonment. An abandoned call is any type of voice communication in which the caller hangs up or disconnects before conversation actually takes place. Due to the nature of call center operations, inbound calls are always more likely to be dropped due to customer impatience and a variety of other factors.

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Topics: Call Center Software

Data Lockdown for Your Call Center

Posted by Ahmed Macklai on Nov 14, 2018 7:30:00 AM

Information security is the subject on the mind of everyone involved in even the simplest online transactions. Data breach after data breach hits the news headlines and consumer confidence in the information security infrastructure suffers. These increasing incidents of data security failures are not only hurting consumer confidence, they are also starting to impact corporate reputations and bottom lines. It is paramount that all managers take a closer look at data security – even in places companies might never look for a data breach. ChaseData has instituted a significant proactive security enhancement to out five-star call center platform software.

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Topics: Call Center Software

On-Premise vs. Cloud-Based Call Center Software – Which is Right for You?

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

Whether you’re just getting started with setting up your call center or looking at making an upgrade to your software systems, you may be wondering what the differences between on-site and cloud-based software is – and which is best for your operation. Here’s what you need to know about the advantages of cloud-based call center software, as well as how and why to put it to work for your business.

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Topics: Call Center Software

The Call Center Solution for the Small Micro and Nano Business

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

Call center software providers are often looking for large clients with very complex needs that translate into higher fees. However, the hallmark of a great call center solution is that size does not matter. Finding a solution for a five-person call-center is a lot harder than most people would have you believe. Conventional wisdom holds that small businesses are composed of companies that employ 250 people or less. This means that a business with just five people in the call center would be a micro-business or nano-business. Ordinarily, the only option for call center automation available to these owners of these businesses are low-end, open source solutions. ChaseData set out to provide powerful call center solution for businesses of all sizes.

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Topics: Call Center Software

What Is Automatic Call Distribution (ACD)?

Posted by Ahmed Macklai on Sep 27, 2018 7:30:00 AM

How do agents get incoming calls? Once upon a time, incoming calls were simply routed to the first available open extension. The agent answering that line had to deal with whatever was on the other end. To accurately directed call required a live receptionist transferring the call to the appropriate agent, or different numbers for different functions within the organization. For instance, there would be one telephone number to reach the billing department, another to reach customer service, and so on through all the departments within the organization. This was not so much a phone tree as a phone jungle. With the advent of touchtone, an elementary IVR was born that allowed the customer to self-direct to the appropriate department – but still fell short in cases where the issue could not be resolved with one interaction.

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Topics: Call Center Operations, Call Center Software

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