Dead Air in Customer Service: Wh...
Ever been on a call and suddenly heard nothing but silence?
In customer service, this silent moment is called "dead air."
For call centers and customer service teams, dead air represe...
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Jan 22, 2025
11 min read
What is Hold Time in a Call Cent...
In an era where every second counts, few things frustrate customers more than long hold times.
According to research, the average person may spend up to 43 days of their life on hold.
...
Jan 16, 2025
12 min read
What is HIPAA Compliant Call Cen...
If you run a healthcare clinic, handle insurance claims, or manage patient data for a hospital, you’ve probably felt the pressure of making sure all those phone calls and data transfers stay...
Jan 10, 2025
11 min read
What is Sales Appointment Settin...
Sales professionals often struggle to get quality time with the right people.
You’ve probably called many leads, only to hear them say they’re not interested or too busy.
It can be f...
Jan 3, 2025
9 min read
What is PCI compliance in a call...
In my decade-long journey working with call centers, I’ve witnessed firsthand how payment data protection can make or break customer trust.
Whether you’re running a small in-house suppor...
Dec 26, 2024
9 min read
What is Call Barging in a Call C...
Handling challenging customer interactions while keeping agents motivated is a constant uphill battle for call centers.
The stakes are high, with 73% of customers saying a single poor ex...
Dec 19, 2024
10 min read
What is Telephone Consumer Prote...
TCPA Imagine this: Your customer just wrapped up a long day at work, and as he sits down for dinner, his phone rings. It’s yet another unwanted sales call.
Frustrating, right?
Now fl...
Dec 13, 2024
10 min read
How Can Call Centers Minimize NC...
Are No Call No Show (NCNS) incidents haunting your call center?
You're not alone.
Absenteeism costs the industry billions annually, with NCNS being a significant factor in this loss....
Dec 6, 2024
20 min read
What is Contact Center Complianc...
"Wait… did they just skip the legal part of the call?"
If you’ve ever managed a call center, you know that feeling.
Running a call center is already a lot—hiring, training, hitting ta...
Nov 28, 2024
11 min read
What is CSAT? Everything You Nee...
Understanding your customers’ satisfaction levels can feel like navigating an intricate maze.
You want to know what works, what doesn’t, and how to create a flawless experience.
But ...
Nov 22, 2024
11 min read
What is Voice Analytics? Meaning...
Are you drowning in customer interactions but struggling to extract meaningful insights from them?
Every call, query, and complaint is key to better customer satisfaction, improved sales...
Nov 19, 2024
12 min read
What is Call Center Scheduling?
What’s the perfect time to call your customers?
It’s simple: when they’re ready to hear from you.
Timing is everything when it comes to customer interactions.
When schedules are off...
