Sam Dadofalza

The success of a call center hinges on different elements: positive customer experience, well-equipped service representatives, goal-driven metrics, and the right software solution. When you hit these crucial factors, you attract and retain your most important stakeholders: the clients and agents. To ensure you have these winning elements, adopt call center best practices such as…

Call center quality assurance (QA) is the process of monitoring and analyzing customer conversations to ensure that the services the business offers align with quality standards. Call center quality assurance best practices include specifying your evaluation criteria, determining who conducts phone call reviews, and performing root cause analysis. By closely supervising the team’s productivity and…

The latest project management trends reveal that activity scheduling, artificial intelligence (AI), and collaboration features are popular among teams. It’s not surprising, as modern businesses focus more on adhering to timelines, automating routine processes, and communicating with colleagues remotely. With such valuable capabilities, many are compelled to adopt software solutions, driving the industry’s overall growth….

Trello is a project management software solution popular for its default Kanban view and easily navigable interface. Monthly plans start at $6 per user, offering unlimited cards and activity logs and the built-in automation tool Butler. In this Trello review, we found that the platform is suitable for budget-conscious teams new to using project management…

Automated voice messaging is a telecommunication system that delivers a prerecorded voice message to a list of contacts. This agentless technology enables businesses to broadcast various types of information more efficiently, from product announcements to appointment reminders. Moreover, it improves business greetings and offers instructions that help customers solve issues themselves. In this article, we’ll…

Wi-Fi calling is a voice technology that enables users to place and accept a voice call through a Wi-Fi network rather than the carrier’s cellular service. It’s commonly used to connect with contacts when you have little to no cellular signal. Most smartphones are equipped with this feature, but you must turn it on your…

A RACI chart, a type of responsibility assignment matrix (RAM), is a visual tool for defining team members’ responsibilities on specific tasks or outputs. To understand better what a RACI chart is, picture a diagram in a table format. The first column enumerates the project assignments, and the rest of the columns reflect the different…

Click-to-dial, sometimes called click-to-call, refers to the technology that allows a user to initiate a call by clicking a button or a text indicating a phone number. Click-to-call buttons may be placed on a website, such as on product pages, enabling web visitors to click the button and instantly connect to a business without keying…

Six Sigma is a project management methodology that identifies defects and variations in business processes to facilitate business transformation and improve output quality. It’s typically used by manufacturing firms, as it improves operational efficiency. However, other industries like banking and ecommerce adopt it for its cost reduction and enhanced productivity benefits. In this article, we’ll…

Project management is the discipline of organizing tasks, resources, and timelines to complete a project and achieve predetermined goals. It applies to various types of projects, such as software development and marketing campaigns. Regardless of the type of project, all initiatives typically follow the same life cycle that involves five key phases: initiation, planning, execution,…

First call resolution (FCR) is a key call center metric measuring how well the agents answer customers’ needs on the first contact. The benchmark average for the FCR rate is 70%, though this percentage also depends on the industry. A high FCR rate reflects excellent customer experience and agent productivity. To achieve this, learn how…

User presence is a feature that shows the status of connected users and co-workers within a communications platform. This technology is a unified communications as a service (UCaaS) application that recognizes when a specific IP address, user profile, or device is active on a network. This feature allows users to change and display their status…