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11 call center skills for successful call center agents
Need to hire agents to work the phones? Here are some tips for hiring candidates with the right call center skills.
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What everyone should know about integrated phone support
Unfortunately, most companies don’t have an integrated solution for phone support. It's time we shine a light onto phone support operations

Text support: get it right the first time
Including text support as part of your multichannel strategy is a great way to provide better…

8 call center management best practices
Learn how to manage a call center efficiently using workforce optimization techniques, scheduling, and call center technology

6 call center script best practices
The effectiveness of call center script templates depends on how you use them. Find call center script examples and learn how to boost support.

Onboarding a business process outsourcer? Follow the four “Ts”
If you don’t get your BPO team onboarded quickly, and fully trained on your processes, product, and voice, you risk delivering sub-par service to your customers

What is average handle time (AHT)? How to calculate and reduce AHT
A customer’s time is precious, and so is yours. Average handle time (AHT) can help companies gauge the strength of their call center and phone support. It's a helpful KPI for both individual agents and the overall company

How Strava cracked mobile support and engagement
Strava creates fiercely loyal customers using a single, cross-device communication flow. Here's how they do it.

Hold the line—your new hold music has arrived
There are plenty of places to get high-quality on hold music for cheap—or even free.