Resources & News

A blonde woman wearing a red shirt and a headset answers calls in a call center — the busylight is a great tool that can maximize efficiency for operators and management alike.

Busylight: Custom Statuses Everyone Can See

In all customer service situations, call centers in particular, everyone involved in an interaction has a vested...

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A blue ballpoint pen is pointing to a particular metric on a multi-colored bar graph depicting call center trends.

Call Center Trends Influencing Industry Best Practices

If we were to stop time and observe exactly what was going on in the call center...

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A hand pointing to a glowing holographic representation of multiple channels of communication formed through simple icons. The omnichannel approach is expected more and more by the average consumer these days, but what does omnichannel really mean? Learn more.

The Omnichannel Approach to Customer Service

Omnichannel has become quite the buzzword across a number of industries. As with most buzzwords, there are...

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A female agent on her headset. 3CX is one of the most popular platforms for call centers, but there are a number of common enhancements necessary to make it effective for your unique call center. Learn more.

Your 3CX Platform: Custom Enhancements Unlock Its Potential

Without a doubt, 3CX has become an industry-leading IP PBX system. 3CX is a powerful tool right...

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

Pizza is one of my favorite things; I love it. I also love success stories, especially when...

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Those sneaky agents: Top strategies for managing call center agents

I’ll never forget the story I heard from one of my call center customers a few years...

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Why your call center software should play nice with accounting

In this series of blogs, we have been discussing the fundamentals of a cohesive call center solution...

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

Managing employees in a call center environment – especially hourly-based call reps – can be a daunting...

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3 ways to outpace your competition using call center automation software

In this post, we’ll cover one of most critical items for a call center’s success: Workflow automation....

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

For a call center, there are few decisions more important than what phone system you choose. An...

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