ChaseData Call Center Software Blog

What to Look for in Call Center Software Features

Posted by Ahmed Macklai on Sep 6, 2018 7:30:00 AM

Looking for new call center software? What features should you be searching for – and does your provider have them? Here, we look at some of today’s most in-demand call center software features, all of which can be found right here at Chase Data Solutions.

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Topics: Call Center Software

Predictive Dialer Reviews and Rating sites: what can they tell you?

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

In the 21st century, the internet has become the No. 1 place to find out what people are saying about a product or company. Besides Google reviews, there are entire websites dedicated to customers leaving reviews for products they have used. If you’re looking for a service and are unsure of whether it’s worth your money, looking at reviews is the way to go. Predictive dialer reviews are no different — they are the key to seeing what the truth is about call center software companies.

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Topics: Call Center Software

Chase Data vs. Open Source Dialers

Posted by Ahmed Macklai on Aug 23, 2018 7:30:00 AM

When looking to upgrade a call center operation, it is easy to think that open source software is the way to go. After all, open source is typically presented as a low-cost alternative to proprietary professionally coded and vetted software. Companies that choose open source software are promised functionality at no cost.

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Topics: Call Center Software

Financial Services Call Center Software: The Problems and Their Solutions

Posted by Ahmed Macklai on Aug 16, 2018 7:30:00 AM

Call centers are an integral part of any financial service. Because of this, it is hard for a financial service to operate efficiently without the proper call center software. Financial services call center software should be top of the line, and able to not only secure customer information but also accurately and efficiently handle incoming and outgoing calls.

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Topics: Call Center Software

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 Management, Call Center Software

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

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

How a Predictive Dialer System Improves Efficiency and Sales

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

Don’t blame your agents, and don’t blame your managers for low call volume. Instead, take a look at your dialer and be honest. How long have you been using your current system? When was the last time you upgraded? What are your current KPIs (Key Performance Indicators) for agents and for the operation as a whole? It might be time to bring in a front to back call center solution and upgrade to a five-star predictive dialer system.

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Topics: Call Center Software, Predictive Dialer

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