Capterra Value Report: A Price Comparison Guide for Call Center Software

Published May 26, 2022 by Priyanka Aggarwal

We hear from software buyers time and again that two of their top considerations when investing in a new call center software solution are price and functionality. Budget is a constraint for most businesses, but affordability... Continue Reading

Five9 Alternatives: 4 Best Tools for Predictive Dialer Software Compared

Published July 7, 2020 by Rupal Bhandari

Need to frequently call your customers for service requests or sales? Streamline your calling with a predictive dialer. Explore these Five9 alternatives. With limited time on their hands, customer service or sales agents should not have... Continue Reading

3 Best Free Softphone Software

Published June 9, 2020 by Pritam Tamang

Is your company looking to reduce costs related to business communication? If so, explore softphones that are cheaper communication tools than traditional phones. Software phones, also known as softphones, can help reduce call costs significantly. Your... Continue Reading

5 Call Center Interview Questions to Help Hire the Best

Published October 30, 2019 by Kristen Bialik

Asking the right questions is one step toward ensuring you make the right hires. Call centers suffer from high employee turnover rates. The mean annual attrition rate for U.S. contact centers was 31% in 2018, and... Continue Reading

What Good Customer Service Skills Does Your Team Need to Develop?

Published July 24, 2018 by Cathy Reisenwitz

As a customer service manager, you’ve likely asked yourself what the essential skills for customer service are and whether they truly can be taught. The answer to the latter question is an unequivocal “yes.” Of course,... Continue Reading

Top 3 GoToAssist Alternatives for Remote Support

Published July 12, 2018 by Cathy Reisenwitz

Sears recently selected GoToAssist as the company’s remote support tool of choice to connect field service technicians with the company’s master technicians. Now, when someone shows up to fix your refrigerator, they may be talking with... Continue Reading

3 Key Performance Indicators for Customer Service You Should Be Tracking

Published July 5, 2018 by Cathy Reisenwitz

There’s at least one thing Pinterest fails and customer service fails have in common: Someone usually didn’t get the measurements right. For example, Comcast can easily measure the extra revenue they bring in from a deceptive... Continue Reading

The Essential Tech for Outbound Call Center Management

Published June 28, 2018 by Cathy Reisenwitz

So, you’re thinking about setting up an outbound call center. Congrats! Between inshoring, offshoring, insourcing, outsourcing, and centers opening, closing, and moving, it’s a crazy and overwhelming time to work in the call center world. One... Continue Reading

5 Inbound Call Center Software KPIs You Should Be Tracking

Published June 22, 2018 by Cathy Reisenwitz

Getting quantitative feedback on your inbound call center management strategies isn’t difficult. It’s easy to track things such as call volume and average call length, especially with the right call center software. But do those numbers... Continue Reading

3 Feature-Rich, Affordable VICIdial Alternatives for Call Center Success

Published May 18, 2018 by Cathy Reisenwitz

These days, call centers heavily rely on call center software, which reduces cumbersome, manual tasks associated with placing and receiving customer service and sales calls. By automating tasks like call routing, queue management, and reporting, these... Continue Reading