There are a wide variety of phones to choose when considering to buy a VOIP hardware phone. When selecting a phone for your call center you have a few factors to consider. Let’s go through some of the factors and elaborate on what they mean to you and your...

Reports are needed to make sure that your call center is running efficient and providing a consistent level of service to your clients. Being able to review and analyze these reports is key for optimization. Reports are helpful to filter the large...

As a manager of a call center it can be difficult to juggle all the different reports available to fit your specific need. It can also be hard to get out on the call floor to coach your agents and manage when they need additional assistance. When exploring...

When looking to start a call center, you’re going to have to make some decisions on what exactly is best for your company. When trying to make these decisions, you’re going to wonder what is an automated attendant? What’s an IVR? And which one is best for...

IVR stands for Interactive Voice Response and is a technology that allows a caller to communicate with the system through simple voice commands and/or by pressing keys on a keypad (touch tone/DTMF).In a call center, an IVR allows callers to navigate their...

ACD stands for Automatic Call Distributor. Simply put, an ACD is a software technology used to recognize, answer, and route incoming calls. An ACD recognizes incoming calls based on the number that the caller dialed (ANI) and the input they give through...