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Wednesday, March 25, 2015

How Cloud Call Center Can Relieve Insurance Agencies

By Gisselli R.

In an insurance company, agents having to perform the mundane task of manually dialing numbers from a contact list can become a bit irritated. Their lack of interest by let’s say, the twentieth call, will be evident to potential leads, discouraging them from choosing your particular agency. After all, we are swayed by positive, happy-sounding people.

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Thursday, August 13, 2015

The Virtual Receptionist Your Clients Deserve

By CallFire Blogger
The problem with many automated answering programs is the lack of personal touch. We’ve all had to sit and wait through robotic phone menus that sound disinterested and detached. The speech is clipped, the voices are generic and difficult to understand, and the overall experience is frustrating and doesn’t do much to engender brand loyalty.

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Wednesday, July 15, 2015

The Zappos Customer Support Key Performance Indicators.

By CallFire Blogger
Software Advice recently authored an article on the key performace indicators the Zappos Customer Service Team incorporates into their self evaluations titled, "A Zappos Lesson in Customer Service Metrics". The article outlines the key metrics any support operations should take into consideration. Here is an excerpt from the article:

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Wednesday, August 5, 2015

Google+ Debate Results: Will Technology Kill the Call Center?

By Anonymous (not verified)
Software Advice recently moderated a Google Hangout debate called, “Will Technology Kill the Call Center?” Representatives from IntelliResponse, Avaya, Drumbi and Etech Global discusses consumer contact channel utilization, technology and the impact of these trends on future call center.

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Friday, March 13, 2015

CallFire Works With Research Group to Produce Election Polling Results

By Anonymous (not verified)
CallFire's telephony platform has been utilized by organizations spanning a number of industries. We work with a number of political organizations to help generate polling data. In a recent poll powered by CallFire, we gleaned some very interesting insights on the state of the 2012 presidental election. Here's an exerpt form the result page:

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Thursday, March 5, 2015

Creating Smarter and Scalable Call Centers with SMS Text Message Enabled Long Code Virtual Numbers

By CallFire Blogger
In December of 2011, a bill was introduced to Congress that would refuse federal grant or federal loan programs to companies that have offshore call center operations. The US Call Center and Consumer protection Act requires that offshore call center employees reveal their location to U.S.

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