Fax Over IP – What is it?

This is the term given to a very useful application that uses the internet to transmit a fax instead of the phone network. How Does Fax Over IP Work? When you send a fax over IP your fax machine or PC transmits image data as packets using an IP data network such as the internet, … Read more

CRM 101: Customer Relationship Management for Beginners

Customer Relationship Management, abbreviated “CRM,” is the term for a business strategy that is designed to improve customer service. CRM is also designed to increase customer satisfaction and gain new customers, thus increasing a business’ revenue. CRM is a term that can be applied to software and an entire business strategy. How Does CRM Work? … Read more

Top Tips for Implementing a Call Center Quality Monitoring Solution

In this article, Richard Marcia shares his step by step approach on how to implement a quality monitoring system in a call center. 1) Write a clear outline of the reasons behind bringing a call recording system into your call center’s work flow Benefits to agents Benefits to customers Benefits to company It’s always good … Read more

Call Center Technology: The Basics

In any given industry, technology plays a major role in improving how things are done – and call center technology is no exception. The call center industry has been around since the 1960s. With the invention of the Automatic Call Distributor (ACD) and utilization of Private Automated Business Exchanges to handle large volumes of customer … Read more