Have you ever tried to call a company’s customer support line but had trouble getting to the right person? Sometimes, rerouting phone calls can take forever, and reaching the right person can be a cumbersome task. That’s where direct inward dialing (DID) comes in. DID is a service that makes […]
Direct Inward Dialing Starter Guide: Learn the Basics Read More
Many believe faxing to be outdated and obsolete. And although the fax machine now has its place in technological nostalgia, the need to send documents securely over the internet remains. The good news is that you can now leverage modern technology to fax without a fax machine. Faxes are still
How To Fax Over the Internet in 6 Simple Steps Read More
When you want to improve the customer service results for your call center, it’s important to start with a quality assurance (QA) program. With QA standards in place, your call center team knows the expectations when dealing with customers. These standards ensure your company follows compliance rules while also improving
Call Center Quality Assurance Starter Guide: Learn the Basics Read More
Call centers are for more than just issue resolution—they’re also used to measure customer satisfaction, agent performance, and other key metrics. And because they play such an integral role in customer service, it’s critical to understand how to measure your call center’s performance. So how exactly do you measure call
Call Center Metrics Starter Guide: Learn the Basics Read More
Tracking call center key performance indicators (KPIs) simplifies measuring call center efficiency. These KPIs are measurable values that provide critical insights into your customer support team’s performance, helping you determine whether you’re on the right track to achieving business objectives and providing an enhanced customer experience. But how do you
Call Center KPIs Starter Guide: Learn the Basics Read More
Effective customer service involves multiple touchpoints, including voice, social media, SMS, and web. Case in point—customers will engage with three to five different channels to resolve a request. If your team isn’t responsive on these channels, your organization will likely collect bad customer reviews. The good news is that you
Multichannel Contact Center Starter Guide: Learn the Basics Read More
Outsourcing payroll or using multiple software to manage human resources isn’t always enough to efficiently handle all your administrative tasks. That’s where PEO (professional employer organization) service providers come in. In the past few years, outsourcing several managerial and administrative functions to trusted PEOs has become quite common. Oasis PEO
People rarely answer calls from phone numbers they don’t recognize. But individuals are four times more likely to pick up the phone from an unrecognized caller if there’s a local number on the caller ID. As a business operating from a single call center with prospects all over the country,
