What Is An Omni-Channel Contact Center & Why It Matters

by Justin Hill on May 10, 2021

In a time where nearly every industry is struggling to deal with rapid change along with countless uncertainties, the one thing that remains constant is the need for ever-adapting, well-designed contact centers.   As customers increasingly express expectations and elevate demands, especially in times of crisis like ...[Read More]

Taking Advantage of Workforce Management Software (WFM)

by Justin Hill on February 19, 2021

Without the right tools, managing and paying a large number of workers on an hourly basis can be extremely difficult. Complex, high-turnover environments, such as call centers, are particularly vulnerable to complications, but workforce management (WFM) software can take care of the vast majority of organization, scheduling, ...[Read More]

What is a call center outsourcer and what should you expect when working with one?

by Justin Hill on January 29, 2021

As industries evolve and change with extraordinary speed, organizations need to stay on top of market demand and innovation. Unfortunately, with increased growth and expanded reach, internal capacity challenges start to arise. It is at this moment--when the capacity of an existing team is at its max--that ...[Read More]

Automation in Moderation: Balancing Call Center Technology and Personalized Customer Service

by Justin Hill on January 5, 2021

We’ve all experienced it: endless automated phone menus, confused chat bots, and incompetent voice recognition. Automation can do great things for promoting the efficiency of call centers, but sometimes it just isn’t cut out for the job--at least not if you want happy customers.  Where Automation ...[Read More]

What You Can Learn from Contact Center Wallboards

by Justin Hill on December 8, 2020

Wallboards are a common tool used in many contact centers serving as a visual way to see a wide array of information including real-time statistics, KPIs, and progress-towards goals. When used correctly, wallboards are an effective way to engage employees, increase productivity, and get better results. ...[Read More]

Potential Long-Term Effects of COVID-19 on the Call Center Industry

by Justin Hill on October 26, 2020

The drastic changes in workplace norms due to the COVID-19 have had significant impacts on the call center industry and will likely continue to do so for years to come. While some of the changes are downright unwelcome, others might end up boosting the industry in the ...[Read More]

The Rise of AI and Self-Service Strategies

by Justin Hill on October 5, 2020

As with all technology-based things, call centers have changed dramatically over the years. Their options and capabilities have grown exponentially, in part due to artificial intelligence (AI) and self-service strategies. These tools allow greater flexibility for customers while assisting agents in making the best possible decisions in ...[Read More]

5 Benefits of Migrating Your Business to a Cloud Contact Center

by Justin Hill on September 22, 2020

In a business world full of cloud solutions, it can be a challenge for enterprise businesses to pick and choose which ones are the most essential for business performance. However, choosing the right core services for your service delivery infrastructure must be done carefully and thoughtfully to ...[Read More]

Ensuring Call Center Business Continuity in a post-pandemic economy

by Justin Hill on July 28, 2020

2020 has taken countless organizations in all sorts of industries for a ride for which they were not prepared. From transitioning to remote work, and then an economic crash, a lot of businesses and industries recently found out that they are not as stable as they thought. ...[Read More]

How a Custom Solutions Call Center Can Improve Customer Experiences

by Justin Hill on July 21, 2020

Ensuring excellent customer call center experiences is essential for gaining a competitive edge and building a loyal base of customers. This is not only because a good call center experience leads to more sales and more return customers, but also because of the reality that for many ...[Read More]

Why Choose SMS for Your Call Center?

by Justin Hill on June 1, 2020

SMS, or short message service, is a powerful tool for call center staff. One reason is that it’s such a widely used service among consumer bases. If you want to communicate with your customers in a way they can relate, you should use SMS. Here are the ...[Read More]

What you Need to Know to Implement New Call Center Software

by Justin Hill on April 10, 2020

With more and more call center software available, many teams are wondering what new products they should be implementing. But, before investing in call center software, it’s important to first do your homework and determine your team’s specific needs. When considering new software, it’s important to ...[Read More]

5 Reasons Customers (Still) Need Your Contact Center

by Justin Hill on March 17, 2020

With more and more talk about automation and AI, many businesses wonder about the future of contact centers and whether they’ll continue to be necessary to meet customer needs. Regardless of technological advances, the reality is that when customers have an issue, they want to connect with ...[Read More]

How Quality Assurance Boosts the Contact Center Level of Performance

by Justin Hill on February 18, 2020

When it comes to the level of performance, first impressions always matter and ultimately leave a big impact when dealing with customers. A company usually only has one chance to make a first impression and that is often created by a contact center. Customers always prefer a reliable ...[Read More]

Call Center CX: Is Your Technology Building Relationships?

by Justin Hill on April 16, 2019

If you’re in the call center industry, or if you regularly deal with customer inquiries as part of you business, you need to ask yourself the following question: Is your business’s technology helping or hindering your customer experience (CX) and satisfaction? When Technology Damages the ...[Read More]

Why Customer Experience (CX) Is More Relevant Than Ever

by Justin Hill on March 26, 2019

The automated, digital direction of our industry has some insiders asking whether person-to-person customer experience (CX) is still a relevant concern. Consider this: The call center is your company’s primary, and often only, point of direct contact with your customers — the people who are using ...[Read More]

Speech Analytics: Shaping the Call Center Landscape

by Justin Hill on March 12, 2019

Our industry’s information collection and metrics technology has come far in recent years, with speech analytics now providing a wealth of data to guide individual operators in their customer interactions, aide management teams in their real-time decisions on the floor, and inform organizations as they redefine industry ...[Read More]

Busylight: Custom Statuses Everyone Can See

by Justin Hill on February 28, 2019

In all customer service situations, call centers in particular, everyone involved in an interaction has a vested interest in efficiency. On one side, the customer wants their situation handled quickly and efficiently, with as little wait time as possible. On the other side, a call ...[Read More]

Call Center Trends Influencing Industry Best Practices

by Justin Hill on February 15, 2019

If we were to stop time and observe exactly what was going on in the call center industry at the present moment, we would see a number of developments and industry trends gaining momentum, including: Better analytics A steady increase in remote working ...[Read More]

The Omnichannel Approach to Customer Service

by Justin Hill on January 15, 2019

Omnichannel has become quite the buzzword across a number of industries. As with most buzzwords, there are a lot of ideas and impressions floating around, but less factual understanding about what this term actually means. In fact, few people, even within our telecom industry, ...[Read More]

Your 3CX Platform: Custom Enhancements Unlock Its Potential

by Justin Hill on December 15, 2018

Without a doubt, 3CX has become an industry-leading IP PBX system. 3CX is a powerful tool right off of the shelf, with basic features that include: Web conferencing Presence Softphones Smartphone clients Fax & voicemail to email Instant messaging ...[Read More]

How a new 3CX integration delivered more customers and revenue for one midsized business

by Justin Hill on May 30, 2017

Pizza is one of my favorite things; I love it. I also love success stories, especially when they involve clients who realize big gains by making relatively small changes in their call center technology. The only problem with these success stories – and there are lots ...[Read More]

Those sneaky agents: Top strategies for managing call center agents

by Justin Hill on March 13, 2017

I’ll never forget the story I heard from one of my call center customers a few years ago. We had recently implemented a large 3CX customization project for his contact center. The whole project was going very well – except for one thing. To be clear, there ...[Read More]

Why your call center software should play nice with accounting

by Justin Hill on July 5, 2016

In this series of blogs, we have been discussing the fundamentals of a cohesive call center solution where all the moving parts work together. This synergy between all your diverse systems is vital for many reasons, but underlying all of them is one goal: growing your business. ...[Read More]

How to boost customer and employee satisfaction with call center human resources software

by Justin Hill on May 1, 2016

Managing employees in a call center environment – especially hourly-based call reps – can be a daunting task, even on a good day. But there’s no need for call center managers to feel like they’re herding cats. Using a proper call center workforce management software tool, their ...[Read More]

3 ways to outpace your competition using call center automation software

by Justin Hill on April 10, 2016

In this post, we’ll cover one of most critical items for a call center’s success: Workflow automation. “Workflow” is simply the set of processes a call center uses to manage its workload and ensure that reps are actually completing their tasks. Most call centers use one ...[Read More]

8 critical questions to ask when choosing a call center VoIP phone system

by Justin Hill on April 4, 2016

For a call center, there are few decisions more important than what phone system you choose. An advanced VoIP phone system is as critical to your team’s success as your circulatory system is to your body’s health. It’s what ties all the disparate parts together and allows ...[Read More]

5 ways your call center CRM software can make or break success

by Justin Hill on April 2, 2016

Does your call center have three or more different software applications that users have to log in and out of to perform their tasks? If so, then it’s likely that the overhead of running multiple applications is sapping your overall efficiency. Think of the productivity boost ...[Read More]

The art of reporting: Achieving your dream call center dashboard

by Justin Hill on March 28, 2016

Reporting is one of the most pivotal components of a comprehensive call center management system. Business intelligence is, after all, the actionable data you need to make key management decisions, such as staffing and workload management. You need the details of your call center system’s inner ...[Read More]