Contact Center
International Call Recording Laws & Compliance Guide
International Call Recording Laws & Compliance Guide International call recording laws can be complex, but compliance doesn’t have to be. Learn what you need to know about call recording compliance, including differences in call recording laws by state and country, and keep your business or call center compliant. International Call Recording Laws & Compliance It’s…
Read More212 Area Code Questions & Answers
212 Area Code Number Questions & Answers AVOXI answers your 212 area code questions! What is a 212 number, why are they so rare, and how can you buy or sell 212 numbers for business or personal use? We cover all of that and more in this 212 area code FAQ. Catching Up on 212…
Read MoreMoving from On-Premise to the Cloud: The 2020 Catalyst You Needed
Moving from On-Premise to the Cloud: The 2020 Catalyst You Needed Before COVID-19, there was a real debate over why an organization should switch from its legacy PBX to a cloud solution. It didn’t really make sense for organizations that had 100% of their staff in house. Not to mention, the investment toward expensive in-house…
Read MoreBCP: Prepping Your Call Center for the Unexpected
BCP: Prepping Your Call Center for the Unexpected What every business needs is a robust and detailed continuity plan to help with disaster recovery. Operational downtime – no matter how short – can add undue burden and appear suddenly at any time. Companies have experienced losses of $10,000 to $5,000,000 per hour as a result…
Read MoreAVOXI’s 2020 Contact Center Software Product Highlights
2020 Contact Center Software Product Highlights Twenty-twenty has been an unpredictable year, to say the least. Despite the business disruptions caused by the pandemic, your customers are still expecting an exceptional experience every time they call into your business. AVOXI’s product and development teams have been hard at work optimizing, streamlining, and enhancing our contact…
Read MoreQ&A with AVOXI CRO: Leveraging Contact Center Software for Inbound Workflow Automation
Leveraging Contact Center Software for Inbound Workflow Automation Inbound sales teams go through an extensive process to convert leads into customers. Sales reps have a series of touchpoints to hit on before a sale is made. According to HubSpot, it takes an average of 8 touchpoints to close. Adapting the sales process to each buyer…
Read MoreLeave On-Hold Behind: The Benefits of Queue Callback
Leave On-Hold Behind: The Benefits of Queue Callback When customers have questions, they don’t want to hear “We’re sorry, but all agents are currently assisting other customers.” playing through the IVR. Nobody enjoys being tethered to their phone just to connect with support. Instead, they want fast and easy conversations that resolve their issues. Customers…
Read MoreThe Call Center Manager’s Guide to Service Level Agreements
Call Center Manager’s Guide to Service Level Agreements Measuring the Service Level (SL) of your organization can help you make informed decisions regarding your workforce and the company. Call center managers lean on this data to guide their internal processes, drive revenue, and empower teams to work together towards common goals and objectives. Brands that…
Read MoreHow to Improve CSAT Scores in Your Call Center
How to Improve Call Center CSAT Scores As an inbound call center manager, you live and breathe customer service. You measure it, and improve it- and one great way to do it is through CSAT scores. Today, we are going to cover some of the best ways to improve customer service in the call center,…
Read MoreTech Tips: Improving Internet Connection Issues of WFH Agents
Tips to Improve Home Internet 2020 sure has turned the world upside down for people and organizations worldwide. The coronavirus pandemic has sent hundreds-of-thousands of businesses into a tizzy, shifting work operations home – many for the very first time. As call center agents try to balance remote work with home life – plus virtual…
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