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Capture Your Data with Call Center Analytics Software

Track Performance and Exceed Expectations with Call Center Analytics Software Call center analytics software is software that enables agents in call centers to capture and track important data from inbound and outbound callers.  Call center analytics software most often bases standard metrics on the number of times a client calls to find answers to their questions, the length of the calls and overall customer satisfaction. Then stored safely in your call center database, customer metrics by configuring and converting the captured information for quality management of agent/client interactions. Did you know… 66% of call center businesses are looking forward to [...]

By | January 7th, 2020|

Find Success via Automatic Call Distribution Software

Why You Need Call Distribution Software Effective.  Professional.  Optimized.  Three words that exemplify the benefits of utilizing Automatic Call Distribution software (ACDs), a telephony system that answers incoming calls and routes them to a specific department or agent specialist within a company.  Wondering why ACDs are beneficial to implement?  Consider this exciting statistic: A 1% improvement in first Call Response = $276,000 in annual operational savings for the average call center.1 CallShaper, originator of a cutting-edge cloud-based call center platform for efficiency, can help you achieve and succeed this improvement percentage while implementing a stellar service experience for all of [...]

By | December 17th, 2019|

Do You Need Call Center Workforce Management Software?

How This Management Software Can Help Advance Your Business We depend on technology more than ever. Long gone are the days of agents sitting at a desk with a phone, and notepad jotting down information. One call at a time. Although proven successful in the past, it is imminent to stay one step ahead of the competition and the way to accomplish that goal is via technology. Quality of service, productivity and effective management Call center workforce management software will increase first call resolution (FCR). Considered the top metric for optimizing a customer’s complete experience, FCR helps managers identify issues [...]

By | December 10th, 2019|

Recipe for Success: 5 Advantages of Web-Based Dialers

Keeping your agents focused on making sales can be a challenge in today’s call centers. In a recent blog post we discussed these problems that range from inaccurate reporting; working with outdated legacy systems; and managing evolving customer expectations. The solution is to combating these old and new challenges is a web-based dialer. With this type of dialer, you easily have a range of choices that are efficient, affordable, and TCPA compliant. Let’s explore the top five benefits of web-based dialers: Increased sales. With web-based dialers, you benefit from fast cloud deployment and no call center hardware maintenance costs – [...]

By | November 27th, 2019|

The Benefits of a Call Center Management Software

The most successful call centers have integrated technology into their business.  A backbone to call center success is call center management software. A multiple communication business management system allows businesses to provide a positive and optimal experience for their customers.  This can be achieved by learning, training and properly utilizing the software to reap every advantage the call center management software has to offer.   The customer always comes first Studies have shown that customers most common annoyances when working with a call center include: unresolved issues, knowledge without ability for resolution and repetition of providing information. According to Microsoft’s [...]

By | November 26th, 2019|

Why do our customers LOVE CallShaper?

Three things—Compliance, Contact Rates and Ease of Use Compliance “When I get look ups, I can respond in seconds with the full call history, call recordings, and proof of consent.  It is so easy to look up records and CallShaper maintains the records indefinitely.” CallShaper allows you to search campaigns by phone number or customer name and pull up the full call history in seconds.  You can see each attempt made, the call result of each attempt, and pull the recordings with a click of a button.  And you can store the proof of consent information with the record, so [...]

By | November 14th, 2019|

Top 5 Benefits of Predictive Dialers For Your Sales-Focused Call Center

In today’s call center environment, it’s important for your business to use a system that works in harmony with your workforce. So, in order to understand how you can best leverage your call center and keep agents efficient, below are the top 5 benefits of predictive dialers for your sales-focused call center. Diverse and Multifunctional. Predictive dialing software does a lot of work in the background. For example, predictive dialers are enhanced with statistical algorithms to increase the number of calls made within the day, automate the process of handling calls and reduce the incidents that would otherwise lead to [...]

By | November 14th, 2019|

Integrating A Call Center Dialer Software

Help Your Business Find Success Using Call Center Dialer Software As call center business owners, we come up with ideas.  If we find problems, we discover solutions. Taking into consideration the vast areas that call centers can now reach, it is pertinent for agents to make as many calls as possible while still providing the level of personal customer service that is so valued by clients.   Based on the foundation of continual efficiency and productivity, a call center business can only survive on two things: successful agents and updated technology. Call dialer software can provide the solutions for agents [...]

By | November 12th, 2019|

Are You Hindering or Helping the Call Center Achieve Your Goals?

Not too many years ago, the call center business was perceived as a master-slave relationship. The client told the call center what to do and it was done. The call center was viewed as a necessary evil rather than a key contributor.  Thankfully, the relationship has shifted to a mutually beneficial partnership. The call center business has become complex. Clients, internal and external, need to rely on call center experts to manage the day to day operations and get the work done right…the first time. The client is an expert on their product, the call center is an expert on [...]

By | November 7th, 2019|

5 Benefits to Nearshore/Offshore Outsourcing

Over 20 years ago, offshore outsourcing of call centers became a popular solution to high labor costs. Many jobs at home were eliminated which created large scale ill-will and language challenges, but brought knowledge, access, and influenced customer preference. There were legitimate concerns and even though it was cheaper, the total cost could not be measured in dollars. Fast forward two decades and there has been a shift in thinking and experience.  Some of the challenges of the past are now manageable. With new call center solutions, we are better equipped to address challenges and capitalize on the benefits of [...]

By | October 31st, 2019|

Dialing Up Success: Is Free Really Free? Six Questions to Help You Decide

From the time I was small, I can remember hearing, “Nothing is free.” You have heard it too and more often than not, in all walks of life, it’s the truth. Free is not free and we don’t always invest the time to discover the real cost. In business, we have to choose how to allocate our budgets.  Often there are more demands than dollars, increasing the importance of determining value when considering price. What is the most expensive part of your business?  Is it the predictive dialer?  The media?  The sales agents? Estimates indicate that for most businesses, at [...]

By | October 24th, 2019|

The Power of A Dialer Software For Call Centers

Dialing from legacy call centers is out and predictive dialer systems are in.  This software can increase productivity in outbound call centers by interfacing with the Cloud, thus eliminating extra expenses including hardware maintenance and upkeep, pricey software and licensing, brick and mortar office space rent and other in-house charges including hardware.   This software can be run virtually as long as there is an internet connection. This means a vast selection of agents with specialties geographically and globally, a huge increase in outbound calls, increased production and a definite jump in company sales revenue. Basically, the entire efficiency of [...]

By | October 22nd, 2019|

DIY Dialer—No Programming Needed!

How would you like a dialer that did not require a programmer to do everything for you? A do-it-yourself dialer that allowed you to do the scripting, set the parameters, do data capture and data validation, set up the reports you need, and allowed you to set up custom export files yourself? Wouldn't that be a dream come true? As a call center operations manager, programming has always been a bottleneck. Now you don't have to wait for them, you can start up your own campaigns, you can make real time changes to your current campaigns, all without technical support! Here is what you can expect: [...]

By | October 15th, 2019|

What should you pay for your dialer?

In today’s competitive market, you should not overpay for your dialer. Typically, there are two components to your dialer costs, the monthly subscription costs, and the telco costs.  Sometimes,  these costs are bundled together into one monthly subscription cost based on a certain amount of telco usage.  The total costs for your dialing platform should be approximately $150 per month per user including both the subscription and telco costs. Be aware of hidden costs:  Startup costs Training and support Feature upgrades Cancellation fees Extra telco costs Programming costs Recording fees Data storage fees Look for a dialer that has no [...]

By | October 15th, 2019|

International Labor Pool for Call Centers

Can you imagine running your call center without having to struggle to find and retain talent?  This would be a game-changer! The Call Center industry is highly dependent on human capital, the low unemployment rate in the US is making it harder and harder for the call center industry to maintain profitability. Call center jobs are usually not considered desirable. Recruiting can be challenging, as people want more money, and turnover is high.  Recruiting and training costs are through the roof. Consider having an international labor pool at your fingertips. With advances in technology allowing for high-speed internet and cloud-based [...]

By | October 7th, 2019|
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