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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auto attendant

What is an Auto Attendant?

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Chances are good that you encounter Auto Attendants almost daily. They are easy to recognize: For this, press 1. For that, press 2…. If you have ever called a business and been presented with choices without the intervention of a receptionist, then you have “met” an Auto Attendant. Businesses of all types and sizes use virtual receptionists to route their customer’s calls based on a menu selection.   “Please listen closely, as our menu options have recently changed…”   Auto Attendants are like a virtual switchboard, often replacing the […]

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engaging solutions

Collaborative Solutions Deliver for Engaging Solutions

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As a growing management consulting firm headquartered in Indianapolis, IN, Engaging Solutions provides a variety of customized services to government agencies, small businesses and Fortune 500 companies. Its contact center solutions are focused largely in the Medicaid managed care sector. New contracts typically require the company’s 100-175 contact center agents to process a plan’s entire […]

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agent productivity

5 Tips to Improve Call Center Agent Productivity

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Agents are the biggest asset in any contact center. Ironically, agent turnover is seen as the number one challenge for contact centers. Contact center executives are always looking at ways to invest in agents – hire the best agents, train them better and retain them longer. An increased agent productivity is a proven formula to drive better employee motivation and hence retention.   Here are […]

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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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