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Workflow Intelligent

Advantages Of An Inbound Call Center That’s Workflow Intelligent

Workflow Intelligent can be the answer, If your Inbound call center hasn’t been performing up to expectations. It can turn a department that’s traditionally a cost center into one that’s a revenue producer. The key to creating a call center with intelligent workflow is integrating your workflow optimization systems (WFO) with your ACD/IVR/Dialer infrastructure systems. Put more simply, you need to get your WFO systems and infrastructure systems to talk to each other. It’s a call center strategy more and more forward-thinking managers are invoking. Benefits Of Workflow Intelligent Are Enormous. When implemented correctly, workflow intelligent : Cuts operating costs Minimizes capital expenditures Optimizes age performance Reduces time spent managing complex solutions Boosts customer satisfaction Increase revenues And that’s just […]

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effective

Help Your Call Center Reps Be More Effective – Efficient

If your company runs a 3rd shift for your call center services you may see a difference in its effectiveness compared to 1st and 2nd shift personnel. Statistics show that the 11pm to 7am shift has issues with call resolution, volume of calls handled and customer satisfaction. Third shift personnel are also more likely to call in sick or not show up for work. If you are the manager of your company’s night shift there are ways that you can help your call center agents be more effective and beat shift work disorder. What Is Shift Worker Disorder? Everyone has a circadian clock. This clock helps your body by telling it when be awake and when to sleep. People who […]

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voip

Does Your Offshore Help Desk Company Use VOIP?

It is important to understand the technology your outsource help desk company uses when they serve your clients. The phone system, software, and hardware that your third party organization uses can affect your business in terms of cost, customer satisfaction and integration. One type of popular phone system for help desk companies is VOIP or voice over Internet protocol. VOIP Benefits VOIP is software used to make calls using the business’ Internet service. The speed and flexibility VOIP offers make it a more efficient choice over traditional phone systems. In fact, companies can see as much as 500% improvement if they switch from a regular phone system to VOIP. With VOIP, a help desk company can use physical phones or […]

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environment

Creating a Safe Environment for Your Inbound Call Center

Efficient teams work well with one another and strive to meet a common goal. As a leader, your responsibility is to encourage cooperation and ensure that the needs of stakeholders are taken care of. The environment you create when you start your inbound call center will serve as the foundation for future employees and business success. If you want, your employees to give everything to help the company succeed you need to create a safe environment. A recent podcast on Firepole Marketing focused on good leadership skills and the benefits of a safe environment. The guest speaker was Simon Sinek, the author of several books on leadership, as well as online coaching programs. He discussed the attributes of an effective […]

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