Are you looking to integrate a more fully-featured contact center SMS solution into your customer service approach? If so, you’re not alone; this is a common strategy among many of today’s most successful centers. Consumers live with their phones close at hand, so it only makes sense to make your services available in a format that is easily accessed via mobile.

Every few weeks, it seems there is another major data breach in the news. Journalists love these stories; with so many people trusting major companies with their sensitive information and having so much as stake when this information is compromised, it makes for hot news when these stories break. The average person on the street is less thrilled to hear this news, though.

Safeguarding consumer data security should be a top priority for any company in the modern day. This especially applies to those who handle the most sensitive of information regarding their clients. If this describes your contact center, you may be wondering what you can do to ensure that your company or those that you partner with won’t be part of the next big compromise of consumer data security in the news.

These days, it seems like every company has a customer service hotline. Whether the product you purchased doesn’t perform up to standard or the service you paid for isn’t adequate, you can seemingly always contact the customer support line associated with the company you did business with and have your questions or concerns addressed. “Give them a call,” has become a standard conversational response whenever someone complains that something they paid for isn’t meeting their expectations.

But what about today’s smallest, newest businesses? What about the start-ups, the brand-new companies that are hatching from the brains of tech-savvy teen or recent college graduates? What about these micro-businesses, which are almost wholly reliant on things like crowdfunding just to get their start? Do they have the need - or the room in their budget - for a call center solution?

Here’s what you need to know about bringing together the unlikely pairing of the start-up business and the customer service call center - and how today’s call center solution can be made to fit and meet almost any business or consumer need:

When artificial intelligence - or AI - was first being introduced into the world of customer service, many people wondered how long it would last. Some thought it might be a passing fad, while others were certain it was doomed to be a flash-in-the-pan trend that would quickly fade with many others that have come and come.

However, AI has proven its staying power and its relevance in both the customer service industry and the contact center setting overall. With the next decade fast approaching, industry analysts are beginning to believe that artificial intelligence may never die in the call center.

If you’re wondering why this tool of technology has become so ubiquitous, you’re not alone. Many management members still don’t fully understand the benefits of employing AI in their centers. Until they do, it’s difficult to truly comprehend just how lasting this technology stands to be. Read on to learn more about the staying power of AI - and why you should be part of this perpetual trend!

As with any business, your contact center likely makes maximizing your return on investment - or ROI - a priority. When you pour money into your company, you expect to see some kind of return on that expense. Depending on what you’re spending and why, the return may range from greater consumer interest to literal profits - it all depends on how you measure success.

Here, we’ll discuss how to evaluate, measure, and increase your return on investment and use call center technology to improve everything from productivity to efficiency - and even customer satisfaction. Keep reading to learn more!

How many calls do your call center agents make per day? If your center is like many, the number would be staggering to anyone outside the customer service or sales industries. However, it’s just part of everyday operations at your center - and that may be part of what’s wrong with your facility’s productivity.

You see, if you don’t have an automated outbound dialer in place, your agents are making all of those many calls by hand. Every contact they reach out to must be chosen from a list, their number identified, and then manually dialed. This may only take a minute or so for each contact. But with dozens or even hundreds of calls being made by each agent every hour, those minutes quickly add up. That lost time is lost productivity and profitability for your center.

Here, we’ll look at how using an outbound dialer in your contact center can mean the difference in marginal profit and booming business for your company - and how to get your hands on the best in the industry.

Have you ever wished you could hold your contact center agents’ hands throughout their days and guide them through their calls and daily operations to improve their performance? Just imagine how much more could get done and how much better things would be! With today’s technology - like the call monitoring system and other advancements - that kind of guidance isn’t a dream. It’s a reality that many contact center management teams are using to create better, more productive teams and happier customers.

How you make use of your time in a contact center is a major factor in productivity. For management, this means making the best use of not only their own time on the clock, but of how agents are utilized.

One way to drastically improve agent utilization for your center is by using remote call center software. This technology allows you to have agents working from off-site locations when they are most needed, while allowing you to scale back staffing and costs when necessary. Both productivity and efficiency are dramatically impacted - all without major changes to your everyday operations.

In an outbound calling center, time is money. Every call your agents make is one more potential connection and one more possible sale. Every call that can’t be made because of a lack of time is one more loss to your business. So, how can you maximize what is getting done in your center and minimize lost time and productivity?

Here, we’ll introduce you to some techniques and technology that will help you make calls faster and create connections more effectively - all without making major changes to your work days!

Transfers are almost unavoidable in the contact center setting. While there are many ways to minimize transfers and keep your staff on the line until they complete their calls and resolve consumer concerns or answer questions, there will always be reasons for transfers. Whether it’s a situation that becomes beyond the extent of an agent’s knowledge or experience or one that requires specific assistance, the causes vary - but some facts are universal.

People don’t like being transferred, especially multiple times. When it comes to being transferred, there are definitely preferences among many regarding the warm transfer vs cold transfer.

Which do your consumers prefer? Which is best for your agents and for your contact center overall? Here, we’ll advise you on how to best handle transfers and how to both minimize their use and maximize their impact when necessary.