Call Center Solutions

Even though call center agent coaching is the part of a contact center manager’s job that most directly improves their team, it’s often the part that’s cancelled first when the queue gets busy.  This guide is written for contact center supervisors and operations managers using Microsoft Teams.  What Is Call Center Agent Coaching, and How Is It Different from Training?  Call center agent coaching […]

What is “presence-based routing”? Most Microsoft Teams users know what “presence” is. The colored dot next to a contact’s name, showing green for available, yellow for away, or red for busy. It’s self-explanatory and convenient as a visual indicator before transferring a call or sending a message.  But presence can do a lot more than show whether someone is at their desk. In a contact center context, Teams presence can be used

Your quarterly report shows 18% call abandonment during peak periods. Average handle time hasn’t improved in two years. Your team handles the same routine questions that could be automated.   Here’s how conversational IVR can change those numbers and how to prove it to your leadership.  What is Conversational IVR?  Conversational IVR uses AI, natural language

Forecasting call center staffing can be difficult because it requires striking a fine balance. Not enough agents can lead to long hold times and agent burnout, but too many agents can create idle time and drain your budget. Our guide and free contact center staffing calculator are workforce management tools that will help you determine

One-third of IT budgets are estimated to be wasted, which means that choosing CCaaS features that actually improve contact center ROI is incredibly important. But with hundreds of features competing for your attention and budget, which ones actually matter?  This guide focuses on the six most important ones. Each section shows how that feature delivers