Customer Experience
How CTM Uses CTM: The Smart Router
We chatted with our industry-leading support team to discover how we set up our own smart router to manage inbound calls from customers.
9 Call Center Metrics and KPIs That You Should Follow
Track these 9 call center KPIs in order to understand call volumes and customer satisfaction as well as boost your service quality.
The Ultimate Guide to Driving Success in Your Contact Center
Explore the tools managers can use to increase contact center agent productivity, and in turn, improve customer experience.
4 CTM Tools to Make Remote Work Easier During the Coronavirus Outbreak
Explore the remote-friendly tools CTM offers to answer and manage your calls from anywhere.
How to Source Hold Music
There are several online sources you can use that make it easy to browse, license, and download audio files for hold music.
What is Conversation Intelligence?
And why it matters for maximum sales.
Is Your Call Center Ready for the Holidays?
Our comprehensive workflow tools can help you handle staffing challenges, keep customers happy, and glide through the holidays with ease.
Ask an Expert: How We Prepare Our Support Team to Handle Live Chat
Our Director of Customer Support shares his suggestions on how to train team members to adapt to using live chat.
5 Ways to Get Your Customers to Love Your IVR Menu
Press one to hear our hours of operation. Press two for our address and location. Press three if you know the extension of the person you’re trying to reach. Sounds familiar, right? That’s because we’ve all interacted with an IVR, or Interactive Voice Response, menu before. Most businesses will set these up because they often
Scaling Your Call Center with Confidence: 3 Best Practices for Managing Remote Agents
Discover new ways to manage remote agents to ensure they support your business and your customers as effectively as possible.
