Park a call: how to put it aside and retrieve it on another workstation (without losing the customer)
A customer is waiting in line. You have to go and get your colleague. But if you put the call on hold at your extension, no one else can take it. This is where call park comes in handy. Neither classic call waiting, nor blind transfer, call parking places the call in a numbered slot, […]
Call center solution: criteria, actual costs and demo checklist (CRM, KPIs)
You’ve been comparing call center solutions for a few weeks now, and you get the impression that they all look the same. Routing, IVR, recording, CRM integration… the sales pages display the same features. Same prime rate. Same promise. The problem is what you don’t see yet: supervision billed as an option, recordings limited to […]
Call group: distribution modes and key settings to stop missing incoming calls
Call group configuration directly influences a company’s ability to handle incoming calls. When a call goes unanswered several times a day, the cause is often the routing configuration rather than the teams. The real cause is often a poorly configured call group: wrong distribution mode, ringing time too long, no overflow rules. You manage a […]
10 Inspiring Examples of Telephone Waiting Messages to Captivate Your Callers
Every incoming call represents a moment when a customer, prospect or partner chooses to give you their attention. However, the first concrete experience this caller has is not always the conversation itself, but the waiting. A few seconds can be enough to build trust, reduce tension or, on the contrary, accelerate impatience. A well-crafted on-hold […]
VoIP service explained: From technical operation to transition milestones
Today’s businesses are looking for a more agile telephony solution, capable of supporting modern uses without burdening infrastructure or complicating day-to-day operations. In this context, VoIP has emerged as a powerful alternative to traditional telephony. Understanding how it works, what it brings and what it requires from a technical point of view will help you […]
7 call center softwares you need to know to modernize your phone system
The face of call centers has changed. Where once they relied on heavy equipment, costly installations and lengthy contracts, they now rely on call center software that is accessible, flexible and tailored to teams of all sizes. This evolution has made technology simpler to deploy, better adapted to real needs, and more aligned with the […]
