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Customer resource management has evolved. With all of the Internet tools and big data analytics available, companies are more in tuned to their market than ever before. When you integrate your CRM with social media, you are leveraging these resources to increase sales and service opportunities. Engaging Your Market Base When you integrate social and […]

Is inbound call center services a key strategy at your company? It is at many SMBs—and with good reason. Outsourcing’s many benefits are proven. Improves company focus Provides access to world-class capabilities Frees internal resources Obtains resources unavailable internally Cuts operations costs For many SMBs this is a powerful management lever that boosts customer relationships, […]

If your call center hasn’t been performing up to expectations, intelligent workflow can be the answer. 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 […]

If your company runs a 3rd shift for your call center 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 […]