Top Business Phone Systems Blog

Why Good Contact Centers Need Both People and Technology

Posted by Scott Resnick on Tue, Dec 18, 2018

Most people dread calling a customer service contact center. They'd rather chew on tinfoil than try to explain to an automated voice that they want to talk to a real person, and long hold times can leave people frustrated. Despite the bad rap, contact centers are an integral part of a company's customer relations. It's important that your customer service contact center be able to connect with your customers, resolve critical issues, and make customers feel as though they're being taken care of. To be effective, a contact center should rely both on great people and great technology.

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Topics: Call Center, IT

Embracing Call Center Technology With AI

Posted by Scott Resnick on Tue, Nov 20, 2018

From routing customers to providing self-service solutions, artificial intelligence is improving call center technology in a number of dramatic ways. Artificial intelligence is able to automate many of the more mundane business processes associated with call center operations, improving the experience for both the call center users and the call center employees. Through artificial intelligence, call centers will be able to operate at higher volumes with lower costs, as well as providing better customer service overall.

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Topics: Call Center, IT

Ways that Cloud Communications Improve Customer Service

Posted by Scott Resnick on Tue, Oct 23, 2018

Customer service is key in today's business world. Customers these days have the power to do their own research to compare products and services online, so companies need a way to stand out beyond this. How an organization reacts to customers and how they build their customer relationships go a long way in leading to a buyer choosing you over the competition. By improving upon your customer service, you can improve your customer acquisition and retention, and ultimately your bottom line. One way you can do so is through cloud communications.

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Topics: Cloud Communications, Call Center

Call Recording Consent and Ethics

Posted by Scott Resnick on Tue, Oct 25, 2016

Good businesses genuinely care about each and every interaction that they have with their business partners, associates, and customers. Regardless of who answers the phones, the message should be delivered clearly and concisely. These phone lines serve as another entryway into the business, so it’s important that each and every call is answered in a professional and timely manner.

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Topics: Business Phone Systems, Call Center

How to Successfully Train your Call Center Team

Posted by Scott Resnick on Tue, Jul 19, 2016

With the continual advancement of technology and development of automation, it’s no surprise that many businesses believe that voice-based sales and customer service are dying a natural death. However, this notion could not be more wrong – the reality is that voice-based services remain and continue to be critical and are, in fact, more important than ever before. Today’s customers are smarter, more discerning, and know what they want, so it’s the responsibility of call center management to devote resources into training and coaching agents to meet the demands of the customer.

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Topics: Call Center, Office Management

5 Tips to Keep your Call Center Team Engaged

Posted by Scott Resnick on Tue, Apr 26, 2016

With the increasing emphasis placed on a customer-oriented business approach nowadays, top-notch customer service is the main goal of every contact center in Houston. Unfortunately, with the unbelievably high volume of calls coming in every day, providing excellent customer service by call centers can be a legitimate challenge. By focusing on a few important issues, any call center can boost workforce efficiency and productivity, as well as enhance customer experience.

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Topics: Office Management, Call Center

Personality Matters: 3 Traits for Call Center Agents

Posted by Scott Resnick on Thu, Jul 16, 2015

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Topics: Call Center

How to Avoid Common Call Center Customer Service Snafus

Posted by Scott Resnick on Fri, Jul 10, 2015

In the age of iEverything, when so many of our purchasing transactions are conducted digitally, it’s easy to forget about the importance of call center customer service. After all – the customer clicks a button, and your product shows up on their doorstep a few days later. What could be easier?

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Topics: Call Center

How to Flood Proof Your Houston Phone System

Posted by Scott Resnick on Fri, Jun 19, 2015

Recently, Houston has been experiencing a tremendous amount of flooding. River levels are steadily rising. What was once your neighborhood pond is now your neighborhood lake. Should flood waters reach your office, they can do thousands of dollars in damage to your phone and data center. So here are some tips to help you keep your Houston phone system safe and dry.

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Topics: Data Center, Call Center

Your Call Center Is Killing Your Brand

Posted by Scott Resnick on Fri, May 08, 2015

Call center management tips all too often focus on things like staffing and call routing.

However, it’s the agents who have a huge impact on both sales and customer service. Despite this, they often get no respect, little training, and fewer resources than departments that have a less direct impact on revenue. That presents a problem. Your call center agents are your brand ambassadors. It doesn’t matter how much money you spend promoting your brand identity if interactions with your call center tell customers something very different.

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Topics: Call Center

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