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Let’s say that you’re an equipment manufacturer with multiple products. You have a division that builds rockets, another that builds washing machines, and another that builds garage door openers. Each product has its own toll-free

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A great script is more than just a few steps strung together. It’s the core of your answering service experience, creating the right set of questions that will guide the operators and

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How do you measure success at your company? By how many likes you get on Facebook? How many employees decide to jump ship or stay for the long haul? How many testimonials

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Speech analytics technology is deployed in most customer service call centers to enhance the customer service experience. Essentially, speech analysis technology monitors phone calls and directs call center agents by taking cues from the caller’s natural language.

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The job of a virtual assistant is never easy. Imagine dealing with hundreds of calls a day, often for similar issues, and having to repeat yourself over and over. It would be

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If you’re toying with the idea of starting a call center, then we have the infographic for you! From the type of call center to your target market to technology, there’s a lot

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Did you know CSRs answer over 5 million calls annually? And you thought you got a lot of calls. Yeah. No. In the infographic below, we’ll pick apart the noggin of an awesome call

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The first call center was founded in 1957, operating under the name Life Circulation Co. and owned by Time Inc. Established to increase LIFE magazine subscriptions, it was the forerunner to today’s

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80s Flashback: Knight Rider. If you remember the show, then you’ll remember KITT, the car that could talk to its driver, Michael Knight. Was that a dialog system? Quite possibly. A dialog

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The fax machine has gone electronic! It all started in 1823 when English inventor, Francis Ronalds, built the first working electrostatic telegraph. Fast forward to 1833, to find Germans Carl Friedrich Gauss

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Love the simplicity of calling your bank whenever you want and getting your account information from an automated teller rather than having to wait for assistance from a live operator? The ease

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Headsets are a call center’s best friend, providing clear communication and a hands free experience for customer care representatives. Originally invented in 1910, they make it possible for operators to talk and

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The advent of the Private Automatic Branch Exchange, PABX or PBX for short, brought an end to the need for switchboard operators and manual cord circuit connections. PBXs enabled intercommunication between central

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Do you like waiting in line? If you said yes, then we seriously question your judgment. The fact is that no one we know likes waiting in line. Whether you’re loitering around

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Ever wonder how they handle customer service at the North Pole? Even Santa can’t do it all. That’s why he has elves! So we interviewed one. He drew us a picture and

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You know how when election time rolls around, you get those pre-recorded calls from candidates with a message about a bunch of campaign promises that they almost never keep following being voted

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Asterisk is more than just a pretty symbol you can use to bleep out foul language. It’s also software! Created in 1999 by Mark Spencer of Digium, Asterisk is an open source

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H.A.L. 9000 from 2001: A Space Odyssey. Lost in Space’s B-9, that sounded the warning, “Danger Will Robinson!” Number 5, the electrified robot from Short Circuit. What do these artificial life forms

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Let’s play a game. How many hours a day do you actually work at work? Give yourself 10 points if you said you work 8 hours or more. Give yourself 5 points

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Did you know that call centers handle about 70% of all business interactions, and manage approximately 46 billion inbound calls a year? They are some pretty big numbers, and those statistics are

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Have you ever heard of Talkomatic? Neither did we until we looked it up. As it turns out, Talkomatic was the first instant messaging application, created by Donald Bitzer at the University

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The 3-letter acronym, PCI, stands for Payment Card Industry. Complying with PCI rules and regulations is mandatory for any retailer or organization that transmits or stores protected cardholder data such as credit

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Did you ever wonder how it became possible for you to communicate verbally with computers? No, we don’t mean screaming at your hard drive when it crashes. It’s more like when you’re

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Have you ever tried to guess someone’s phone number just by listening to the telephone keypad tones that the push buttons made? No matter how hard your little ears strained to hear

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When it comes to the success of your business, ensuring a positive consumer experience is everything. If you want to knock it out of the park, teamwork, dedication, and a great social

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How many times have you called up the doctor’s office or the hair salon and been put on hold while they try to hunt for an available time slot to fit you

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Baby talk. Who in the world understands it? Babies babble and coo, and adults sit around slinging that high-pitched, sing-song-y babble. Now while we’re sure that some babies come out speaking full

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There is no question that making your computer talk is pretty cool. It’s cool for the kid making a prank phone call all the way up to the executive using it in

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What’s worse than researching PBX providers for your new office telephone system? Deciding on a new PBX phone system without referencing our easy to follow infographic for one! We love business phone

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Looking for an infographic that compares VoIP providers? What a coincidence! We’ve just created said infographic and posted it below for your intellectual consumption. Being in the call center industry, we love

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If you are scratching your head about which voicemail provider to choose but don’t want to do the research, plus you like looking at pictures, this blog post is for you! We’ve

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