Phone
Text support: get it right the first time
Including text support as part of your multichannel strategy is a great way to provide better…
Latest stories
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
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…
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…
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
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…
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
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.
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…