Contact Center Trends and Insights

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Contact center industry trends and insights into emerging solutions and technology affecting call center software and innovations.

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3 Ingredients for call center success, Training Support and Consulting

With the various approaches to call center management and software that exist, it can be hard to know which one is right for you, not to mention what kind of support you need to really make it work for your business. You may also have experienced a [...]

2020-01-17T15:52:18+00:00December 16th, 2019|Categories: Contact Center Trends and Insights|0 Comments

The #1 Most Common Complaint from Call Center Managers

1. Define your ideal employee based on competencies (e.g. the Lominger competency library) and hire well on the front-end. You’re not looking to just put “butts in seats”; you want to select the ideal behavioral traits, hire those who fit that profile, and then partner with that [...]

2019-11-11T18:43:40+00:00October 28th, 2019|Categories: Contact Center Trends and Insights|0 Comments

4 Reasons Why Connection Rate Matters For Call Centers

4 Reasons Why Connection Rate Matters For Call Centers In the call center of today, performance metrics come in all shapes and sizes. It seems like there is a measurement for everything: Call Agent productivity, system uptime, call volume, close rate, sales per hour, talk [...]

2019-11-04T16:18:37+00:00September 16th, 2019|Categories: Contact Center Trends and Insights|0 Comments

Agent Productivity and Workforce Optimization

Agent Productivity and Workforce Optimization Agent Productivity and Workforce Optimization Agent engagement is a big deal in the world of call center performance metrics. Many call center managers struggle to keep their call agents performing in a way that optimizes their call processing volume. This [...]

2019-08-26T19:30:42+00:00August 26th, 2019|Categories: Contact Center Trends and Insights|0 Comments

Why Cloud Connectivity Matters in the Call Center

Why Cloud Connectivity Matters in the Call Center Call center technology has advanced at an alarmingly fast pace in recent years.  Those who are responsible for managing the operations of call centers now have a variety of technology-based tools available to them—tools that didn’t even [...]

2020-01-17T15:53:58+00:00August 23rd, 2019|Categories: Contact Center Trends and Insights|0 Comments

3 Common Pitfalls to Avoid When Choosing Call Center Software

3 Common Pitfalls to Avoid When Choosing Call Center Software The modern call center of today requires a robust software solution to meet the demanding needs of clients. Whether it’s inbound, outbound, or some mix of the two, every call center relies on some form [...]

2019-08-23T18:44:13+00:00August 9th, 2019|Categories: Contact Center Trends and Insights|0 Comments

The Senate votes to approve an anti-robocalling bill to help in the fight against fraudulent Robo-callers

Unwanted Robo-calls Our days are continually interrupted by unwanted fraudulent Robo-calls. We are not immune. And it's hard not to feel irritated with interruptions caused by unsolicited automated calls. Not surprising, the US The Senate voted to approve an anti-robocalling bill to help with fraudulent Robo-callers by a [...]

2019-07-12T16:55:08+00:00June 27th, 2019|Categories: Contact Center Trends and Insights|0 Comments

AI not for the calls, but for the system

By now, most people in the call center software space have heard of machine learning or Artificial Intelligence. And possibly how to apply it to the call center.  Whether applied within the phone calls or the call center software there is real value to AI. However, the overuse or [...]

2019-09-04T15:45:13+00:00April 24th, 2019|Categories: Contact Center Trends and Insights|0 Comments

4 Tools to Improve First Contact Resolution Time

4 Tools That Improve First Contact Resolution (FCR) Service and quality scores can be maximized when contact centers improve first contact resolution times.  First contact resolution (FCR) is a measurable goal that builds customer confidence, brand loyalty, repeat buying and, grows sales.  Implementing four easily integrated software solutions [...]

Text-to-Speech Ringless Voicemail

Patent Pending Text-to-Speech Ringless Voicemail My Call Cloud has announced an exclusive contact center software industry innovation through text-to-speech ringless voicemail with No Dial™.  Text-to-speech ringless voicemail is patent pending and a unique technology offered to business partners of My Call Cloud.  Call centers looking to further optimize [...]