How Help Desk Software Increases Your Customer Support ROI

If you want to invest in customer support software such as Freshdesk, you may be wondering…

The Top 3 CRM Software Packages You Need to Consider if You Want to be Successful

For the success of a business, managing the customer relationship is essential. For any company, the…

DIDs and SIP Trunking for Dummies

With regard to real-time communications, there are two aspects that businesses focus on. They would like…

Why Does the Right CRM Make a Difference

If you run a business that relies on customer experience to grow, then chances are that…

Setting up and Launching a Remote Office

In the early days of my career I was responsible for setting up an operation in…

CSI & Benchmarking

As an IT professional, it is incumbent upon you to continue developing your skills and knowledge…

Using an IVR effectively

First – what is an IVR?  Some people also call it an ACD but whatever you…

What is the hardest thing about running a call center?

I was recently asked this question in one of the forums that I am active on…

Mind Mapping

What is Mind Mapping?  In its simplest form, it is a technique whereby you use a…

Exceptional Customer Service

One important thing to remember from a Customer Service point of view is that the last…

Erlang ‘C’ & Scheduling for Call Centres – IV

The key things you need to remember if you’re using Excel or any staffing program is…

Erlang ‘C’ & Scheduling for Call Centres – III

Skill-Based Routing Simpler to say than actually execute, SBR is a way of ensuring that your…