Insights

Insights

Outbound SMS Amps Up Your Marketing

More than 97 percent of Americans own a cellphone. Of that, 85 percent own a smartphone. That’s according to a study published in April 2021 by the Pew Research Center. Our smartphones have become a reliable form of reaching our … Read More

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How to Ease Your Employees’ Anxiety and Reopen Your Workplace

In the past year, many employees, including contact center agents, have been working from home. They’ve been enjoying easy access to their kitchens at breaktime, a significantly shortened commute, and furbabies and loved ones supporting them throughout their workday. For … Read More

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contact center

How to Reduce Average Handle Time in a Contact Center

Picture it. Your customer service agents are busy, then comes a new wave of callers. Hold times are increasing. People are frustratedly waiting. Your team is getting tired. What do you do? Here we explore strategies to reduce average handle … Read More

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relax

How to Help Your Customer Care Agents Recover from Difficult Calls

If you’ve ever worked in customer service, you know that each day brings new stories, some funny and others not, of the things your customers have said or did. From the customer who accidentally destroys your product and demands a … Read More

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text messaging

Should Your Business be using Text Messaging?

Customer service is important to you. Perhaps you’ve implemented email, telephone, social media, or maybe even live chat support. But what about text messaging? Your customer has their mobile device with them all day long. It is the easiest way … Read More

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contact center

What’s the Difference Between a Contact Center and Call Center?

The key differences between a call center and a contact center may not be that obvious at first. A call center typically provides inbound and/or outbound telephone outsourcing for clients. A contact center is more holistic to cover all communication … Read More

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online shopping

Increase Sales By Expanding Your Hours

Arguably, brick-and-mortar retail outlets have been around as long as human society. Visiting a store to touch and feel the product, haggle with the owner, and explore new products has been the norm. With the emergence of ecommerce, shoppers can … Read More

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work from home

Which is Better? Virtual or On-Premises Contact Center Services

In 2020, we saw many businesses move their workforce to remote or virtual environments for health concerns. For many call centers, that meant moving their on-premises agents to remote. As business managers look to the future of work, let’s consider … Read More

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call center lingo

Call Center Lingo Series: What Are Depositions?

It can be confusing and overwhelming to decipher the lingo associated with call centers or customer service centers. In this series, Speed Answer will explore industry jargon and do our best to eliminate confusion. Let’s start with dispositions. So, what … Read More

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Succeed During Your Peak!

When is the peak season for an ecommerce company? Typically we think of the fourth quarter during the holiday season, right? Speed Answer knows the response to this question is: not always! There are many ecommerce companies whose businesses do … Read More

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