CT Pros Blog

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  • What Metrics and Analytics Should Call Center Managers Use?

    What Metrics and Analytics Should Call Center Managers Use?

    Mar 02, 2021
    There are many metrics to measure the success of your contact center, but which ones should you prioritize as a call center manager? Check out our breakdown of just a few things you should be on the look out for to keep you call center efficient!
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  • How to Receive Mitel MiVoice Connect Updates and News

    How to Receive Mitel MiVoice Connect Updates and News

    Feb 25, 2021
    Keeping up with new product releases and updates it a crucial part of operating a Mitel system. But it can also be a headache to find the information that is relevant to you. See how you can stay current with your Mitel MiVoice Connect PBX or Mitel MiVoice Connect Contact Center without having to sift through all the unnecessary information.
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  • What is Kari’s Law & Ray Baum’s Act

    What is Kari’s Law & RAY BAUM'S Act?

    Feb 22, 2021
    When calling 911, nothing should stand in the way of the caller receiving help as soon as possible. That is the goal of Kari’s Law & RAY BAUM'S Act. Not only should you abide by these laws to keep your employees safe in an emergency situation, they could also come with legal ramifications if not followed. See how you can be Kari’s Law & RAY BAUM'S Act compliant!
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  • When Is it Time to Change Cloud PBX Providers?

    When Is it Time to Change Cloud PBX Providers?

    Feb 16, 2021
    Having a good cloud PBX partner could determine the success of your communications solution. If you are experiencing costly issues like bad call quality or frequent outages it may be time to say goodbye to your current provider. See what other warning signs you should be on the look out for in your current cloud PBX provider.
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  • Important Tips for Outbound Call Center Campaigns

    Feb 05, 2021
    Outbound calling is not just for telemarketers and debt collectors anymore. It is now used by a wide range of businesses including healthcare, travel, and even fundraisers. This growth in users and industries has also been met with technological innovation with artificial inelegance (AI) features and countless integrations. See what a new feature-rich outbound calling solution could mean for your organization!
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  • The Value of a Trusted Cloud Partner

    The Value of a Trusted Cloud Partner

    Feb 05, 2021
    Migrating your business communications to the cloud is not as easy as it may seem. Aligning with a trusted cloud partner that understands your business and industry can prevent you from having a failed I.T. project. But beware, not all partner are to be trusted. Check out the full article to see what you should look for when choosing who to work with.
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  • Contact Center Engaging Millennials and Gen Z

    Is Your Contact Center Engaging Millennials and Gen Z Customers?

    Feb 02, 2021
    With Millennials making up over a third of the global workforce and Gen Z starting to usher in, it is crucial for companies to appeal to these audiences. These tech savvy groups expect companies to be able to be reached on any device and on multiple platforms. See how you can adapt to these generations while also improving employee performance!
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  • RingCentral App Makes Your School District’s Workday Easier

    How the RingCentral App Makes Your School District’s Workday Easier

    Jan 26, 2021
    The education landscape has changed a lot in the past year and so should your phone system. Many school districts are being held back by older communications solutions that makes remote collaboration with faculty, students, and parents a nightmare. A flexible, reliable communication solution would fix this problem and result in a better education experience.
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  • Master Agent vs. Partner

    Master Agent vs. Partner: Which is Best For Helping You Find A Cloud Communication Solution?

    Jan 19, 2021
    There is a lot that goes into adopting a new cloud communication system. That is why it is so important to work with someone that works with your best interest in mind. Working with an agent may seem like a great choice in the beginning but after the project is complete you are left stranded and they are no where to be seen. See how a partner is different and how they are best for the long term!
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  • Is Your Business a Victim of App Overload?

    Jan 12, 2021
    Switching between apps is common practice in today's app-heavy business world. But what is the downside of this small time wasting activity? See what it could be costing you and how you can better combat this problem!
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  • Understanding the Gartner Magic Quadrant 2020 for UCaaS

    Jan 06, 2021
    Every year the research and advisory firm, Gartner, provides insights on a variety of IT industries, including Unified Communications as a Service or UCaaS. With the recent shift in remote work UCaaS has seen massive innovation and many new companies have entered the market. Check out this years Gartner Magic Quadrant report and see which cloud-based communications providers came out on top this year!
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  • The Top Five Features to Look for in Enterprise Headsets

    Jan 05, 2021
    A good quality headset may not seem that important but they actually have a great impact on your contact center agent's performance. An advanced headset are not only more comfortable to be worn for long periods of time, they also come with features that give a boost to productivity that your customers will benefit from. See what you should look out for when choosing which headset to go with!
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  • Where’s the ROI When Choosing a Cloud Contact Center?

    Dec 14, 2020
    Migrating away from an on-premise pbx system requires a lot of planning and research. Part of that research process is figuring out what the ROI, or return on investment, would be for a new cloud-based solution. Since a cloud solution is not an owned piece of hardware like its on-premise counter-part, tackling the question of ROI must be done differently. Read to find out how much a move to the cloud could save you!
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  • Tackling The Biggest Challenges for Contact Centers in 2021 & Beyond

    Dec 01, 2020
    Managing and operating a contact center is no easy task, especially with the constant business disruption that 2020 consisted of. We are seeing 2021 to pose its own challenges and if you want to come out on top, you must be prepared to conquer them.
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  • Early Warning Signs Your PBX System is Failing You

    Nov 10, 2020
    The telecommunications industry has seen a massive leap forward when it comes to innovation. The traditional on-premise PBX system is being left behind with a newer, flexible, reliable cloud-based solution taking it's place. See how the pit-falls of the outdated PBX system are being fixed with the cloud!
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  • Swami Dictionary – Your Guide to the Wild World of Unified Communications

    Oct 30, 2020
    With so many terms thrown around in the unified communications industry it's sometimes hard to keep them all straight. That is why we have developed the Swami Dictionary! This resource is packed with useful terms that you may bump into during your journey into the industry.
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  • UCaaS vs UCCaaS: Which Communication Solution is Right for You?

    Oct 20, 2020
    While they may sound very similar, UCaaS and UCCaaS, there is one major difference. Find out what that difference is and see which solution is right for you!
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  • How to be an Effective Remote-Based Contact Center Manager

    Oct 13, 2020
    Working remote comes with its own set of challenges, especially if you are also managing a remote team. Check out what you can do to overcome these challenges and be an effective remote-based manager!
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  • Cyber-attacks are on the Rise: How Prepared are Your WFH Employees?

    Oct 06, 2020
    It only takes one weak link to fall victim of a cyber-attack. With many employees working remote the likelihood of a security breach is more likely. That is why it is important to have the right technologies and protocols in place to ensure that your valuable business information stay secure.
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  • Are You Struggling With Trusting WFH Employees? The Struggle May be Mutual

    Sep 29, 2020
    A lot changes when work leaves the office and goes remote, including building relationships. Employees can no longer gather around a desk or a water cooler and have a casual conversation. This can attribute to a sense of being alone and can lead to a lowering of trust between employees and employer. See what you can do to prevent this!
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