What is Call Line Identification?
July 20, 2021
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Call line identification is the ability of a person receiving a call to view the telephone number of the caller. At one point, this was
Author: Jack Barton
How Does Adopting Contact Center Self-Service Get You $7.91?
July 15, 2021
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Self-service support seems too good to be true. First, it saves you money (by helping customers to help themselves). Second, customers actually want to access
What is Employee Satisfaction?
July 13, 2021
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Employee Satisfaction (ESat) is a metric which measures how happy employees are in their job. This metric will generally track factors including: Want more articles
BPO Call Center: How to Outsource (And is it Worth it?)
July 8, 2021
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In this post: What is a BPO call center? Are outsourced teams as effective? What services do BPOs offer? How to choose a great BPO
What Is Business Continuity Planning (BCP)?
July 6, 2021
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Find out everything you need to know about Business Continuity Planning. Prepare for every eventuality!
No API Integration in Your Call Center? You’re Basically Banning Collaboration.
July 1, 2021
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There’s a new rule for contact centers: No more collaboration! Everybody must focus on one single task. Departments can’t talk to each other directly. Each
What is Business Process Outsourcing?
June 29, 2021
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In this post: What is Business Process Outsourcing? Why use a BPO? Key BPO benefits Key BPO risks Should you use a BPO? What is
ISDN and PSTN Support is Ending: Here’s How to Stay Ahead of the Change
June 24, 2021
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In this post: What is PSTN? What is ISDN? Why are phone lines ‘going fibre’? What support is available for the switch? What are other
What is an Application Service Provider?
June 22, 2021
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In this post: What is an application service provider? How does an ASP work? Is an ASP the same as SaaS? Pros of ASP Cons
Why Outbound Call Center Services Are Essential to Great Support
June 17, 2021
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In this post: The rise of outbound call center services What made outbound services available to every business? Do customers really expect outbound call center