Call Centre Reporting | Top Metrics And Analytics Best Practice
As a contact centre manager, reporting is one of the most important things to get right. However, it’s also one of the most difficult. In this guide, we’ve explained call…
How To Make Better Outbound Contact – With Twilio Flex/Amazon Connect
The contact center software landscape has seen an interesting trend unfold over the previous few years. Highly programmable solutions have taken the enterprise market by storm, with Twilio Flex and…
How To Handle Sales Objections | 7 Objection Handling Tactics
In sales, it can be easy to fall into the trap of focusing too hard on closing the deal, rather than anticipating potential objections. A failure to prepare for sales…
News: US Supreme Court Clarifies Auto Dialer Definition Under TCPA
Note: the following information is not legal advice and is general in nature. On April 1 2021, the US Supreme Court ruled on Facebook, Inc. v. Duguid, a case brought…
7 Call Centre Technology Trends You Need To Know (2021)
Contact centre technology never stops evolving. In the past decade in particular, the rate of technological change has accelerated – especially as call centres begin to take advantage of artificial…
Call Centre PCI Compliance: Explained | How To Get Compliant
As a contact centre manager, you’re probably well aware of the importance of being PCI compliant. PCI compliance is no longer a nice to have – it’s a basic requirement…
Call Centre Forecasting: Explained | How To Predict Staff Needs
Forecasting is one of the most important parts of your job as a call centre manager. However, it’s also one of the most difficult things to get right. Often, there…
10 Tips To Improve Outbound Sales Performance (B2B & B2C)
To make your offer stand out from the crowd, you need to go above and beyond the status quo with your selling efforts. COVID-19 has made the sales environment more…
How To Solve 5 Common Inbound Call Centre Issues
The truth is, despite the rising popularity of social media support and online ticketing platforms, customers still like to pick up the phone to reach your customer service team. (more…)
How To Ask For Donations By Phone: 7 Tips To Improve Wording
For fundraising professionals, writing a donation ask script can be one of the hardest parts of the job. If you get the wording right, you’ll achieve great results, and smash…