hosted pbx

What Is a Hosted PBX (Private Branch Exchange)?

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PBX is an acronym for “private branch exchange”. It’s basically a way to connect phones in a business to the external public switched telephone network (PSTN) using plain old phone telephone service (POTS) lines. Originally, this was done using dedicated hardware installed within a business’ office, usually in something called the “phone closet”. Since it was located on the business’ site, […]

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inbound call center

What is an Inbound Call Center?

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If you hear people talking about a call center, they will often ask whether it’s “inbound” or “outbound”. The difference between inbound and outbound simply refers to who is placing the call. If a customer places a call that’s inbound, as the call is “coming into” the call center. If an agent places a call that’s outbound, […]

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internet phone service

What is an Internet Phone Service?

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We’ve come a long way since the days when phone service was delivered over a simple cable with four copper wires. This older technology is often referred to as POTS, which stands for “plain old telephone service”. Today, internet phone service is rapidly becoming the most common form of telephony. Internet phone service uses a technology called voice over […]

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small business call center

How to Improve Small Business Call Centers

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Many small businesses count on customer service as a competitive differentiator against larger companies. Having a small business call center is a key piece of creating a competitive advantage with customer service.  If you’re a small business without a call center today, why should you create one? Almost every business interacts with its customers in some way, usually by phone. You may […]

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customer experience maturity

The Five-Stage Road to Customer Experience Maturity: Where is Your Organization?

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Most contact centers share a goal of delivering excellent customer service. But how many truly achieve that objective? Disjointed policies, processes, technology and practices can all be obstacles en route to excellent customer service. Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand […]

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First Call Resolution

Improve your CSAT by Measuring First Call Resolution

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Spend any time around a contact center and you’ll likely hear the acronym FCR. What does FCR stand for? The definition has changed a bit over time as call centers transformed into contact centers that handle more than just calls. Back in the call center days, FCR stood for First Call Resolution. Today FCR is commonly understood to mean First Contact Resolution.  The definition has changed, but the […]

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agent productivity

Increase Contact Center Agent Productivity and Satisfaction with CXone Agent for Salesforce®

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Contact center agents are the most monitored, micromanaged workforce in existence. Anything that can be done to make an agent’s job easier is important to alleviate stress and costly attrition. Are your agents constantly switching back and forth between Salesforce and other applications? All that switching can burden productivity, but there is something that can […]

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Four Key Capabilities for Integrating Contact Center and CRM Systems

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Earlier in the year, respected industry analyst Sheila McGee-Smith blogged about the growing functional overlap between contact center and CRM desktop applications. She gave some great advice for deciding what the right choice for your business is. I’m not going to revisit that; you can read Sheila’s posts for the details. Instead, I’m going to […]

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Are You Meeting Your Customers’ Expectations for Omnichannel Service?

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How often do you actually ask customers how they feel about the service they receive, what their expectations are, or how they would prefer to contact your business? If you’re like most customer service organizations, probably not as much or as often as you’d like. How do you know if you’re meeting their expectations for […]

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