Phone

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Text support: get it right the first time

Including text support as part of your multichannel strategy is a great way to provide better…

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3 ways to turn your call center into an experience center Article

3 ways to turn your call center into an experience center

Cloud-based contact centers, workforce optimization, advanced automation, and AI are the driving forces behind turning call centers into experience centers

Call center scripts: when and how to use them Article

Call center scripts: when and how to use them

Customer service reps are less engaged in their work when they use call center scripts that…

What everyone should know about integrated phone support Article

What everyone should know about integrated phone support

Unfortunately, most companies don’t have an integrated solution for phone support. Isn’t it time we shine…

Onboarding a business process outsourcer? Follow the four “Ts” Article

Onboarding a business process outsourcer? Follow the four “Ts”

If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers

The 9 key call center metrics to transform your contact center Article

The 9 key call center metrics to transform your contact center

There are a few call center metrics that tell a broader story beyond the number. They…

All about average handle time Article

All about average handle time

A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company

How Strava cracked mobile support and engagement Article

How Strava cracked mobile support and engagement

Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.

Hold the line—your new hold music has arrived Article

Hold the line—your new hold music has arrived

At long last, the winning track from our hold music contest is here. Perhaps you thought…