There are times when data alone cannot help you understand what really is going on during calls. It is for these reasons that you should consider utilizing real-time monitoring, a powerful tool which allows you to listen in to ongoing conversations, supervise your agent’s input as needed, and join a call if necessary.

Have you ever asked your customers what the first thing is that comes to their minds when they think of IVR systems? Well, the bad news is that it’s probably the vision of never-ending calls, with an automated system playing annoying music in the background until they get transferred to a live agent.

People tend to say cold calling is dead, but in reality, there’s still a lot of potential in cold sales calls. But only if you do it right. When it comes to cold calls, getting it right means thoroughly planning your conversations in advance.

Ask any call center manager what’s one of the most important KPIs they constantly strive to achieve in the call center, and you can be sure that they’ll tell you: it’s customer satisfaction. Now ask customers what they find the most annoying when they contact a company’s customer service department, and you can be sure that they’ll tell you: it’s unresolved issues.

Currently, customer service is dominated by the concept of leveraging several channels with the aim of aligning customer communication. First, it was multichannel, later omnichannel, and now companies started to explore optichannel communication.

A new policy recently put forward by the US’s Consumer Financial Protection Bureau proposes allowing debt collectors in the US to only be able to call debtors up to seven times a week. I talked to Richard Blewis, Digital Debt Collections Manager at VCC Live, about this new regulation, as well as global trends currently dominating the debt collection industry.