Call queues, dashboards, and agent context. It’s the nuts and bolts that make customer service click.
Call center KPI metrics track efficiency, productivity, and customer satisfaction within call centers. From first call resolution (FCR) to abandoned call rates and average handle time (AHT), VirtualPBX Live Dashboards
Traditional vs VoIP Call Centers Both traditional and VoIP call center phone systems serve valuable roles, depending on the business environment. Traditional systems rely on physical infrastructure, offering stability and
Explore the Essential Call Center Representative Tasks Answer Calls, Master Product Knowledge, Multitask, Time-Management, and More In the fast-paced world of customer service, call center representatives play a pivotal role
In a fast-paced call center environment, tracking the outcome of every call is crucial. Whether you’re in healthcare, sales, customer service, debt collection, or technology support, Call Disposition Codes help
Here’s a quick checklist to help determine if your business could benefit from incorporating call management software. 1. Your Customer Experience Is Lacking Maybe you’ve received negative feedback, or maybe
Call centers started in the 1960’s and they’ve evolved a lot over more than 60 decades. From the 1970’s when telephone booking systems were patented and headsets were made popular
Supporting Community Health with VirtualPBX Contact Center Solutions At VirtualPBX, we’re proud to support the impactful work done by organizations like The Center For Long Covid Research, which recently implemented
What Are Automated Phone Surveys? Automated phone surveys are a common tool businesses use to collect feedback from customers. They are affordable, quick to implement, and provide a direct line
As part of our newest product, Contact Center, we recently released a powerful Call Tagging feature. As avid users of our own products and services, our Marketing and Sales teams
At VirtualPBX, we are celebrating a tremendous accomplishment. Just 60 days following the launch of our new contact center product, VirtualPBX Contact Center has been selected by Customer magazine as
Call centers are the frontline of customer service and support, handling vast amounts of sensitive information daily. This makes them prime targets for various security threats, including data breaches, phishing
Anytime a customer contacts your business, that communication is inbound—it’s coming in—whether that’s through calls, texts, chats, emails, or social streams. And while it’s a reactive communication interaction (versus proactive outbound
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