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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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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

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 [...]

No Dial™ Ringless Voicemail Drops

Ringless Voicemail Drop Software My Call Cloud offers ringless voicemail technology through No Dial™ built-in to our cloud contact center software.  No Dial™ is ringless voicemail drop software that offers true voicemail "drops" directly to the customer's voicemail server without ringing the phone line or, leaving a missed call [...]

No Dial™ Ringless Voicemail Drops

Deliver pre-recorded messages to prospects or customers without engaging dialing by loading the voicemail directly onto the customer’s phone server. Utilize the My Call Cloud contact center software industry exclusive: patent pending text-to-speech ringless voicemail drops. Increase contact center productivity and optimize agent workforce.  Add No Dial™ ringless voicemail drop to your outbound contact center suite today and watch engagement numbers soar!