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Ytel Blog

The Key to a Happy, Productive Contact Center

By Call Criteria, a Ytel Content Partner  |  

As a contact center manager, retaining quality agents can be a real threat to your quality objectives. High churn rates not only affect morale, but your business’ bottom line will ...

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What VoIP Can Do for Middle Market Businesses

By Matt Grofsky, Ytel  |  

Although the economy has officially recovered from the last recession, many companies are still fully employed in finding cost-saving solutions within their communications structur...

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Smart Evaluations to Make Before Switching So...

By Eric Madura, Ytel  |  

Evaluating new business solutions is an essential part of efficient workflow application. There is so much to consider; cost, efficiency, productivity, transitioning, the downtime,...

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Improve Communications within your Workplace

By Hanna Smolan, Ytel  |  

From time to time, it's important to take a step back and evaluate the performance and productivity of the communication you've established for the various departments within your ...

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Perfect Your Outbound Dialing Strategy

By Patrick Kennedy, Ytel  |  

Everyone is looking for the same thing in general with an outbound dialing strategy. Your company wants to improve connection rates and lower the amount of time and money that you ...

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5 Mistakes Your Agents Should NOT Make

By Brian Keep, Ytel  |  

While there are endless recommendations and tips we can give you on things to teach your call center agents, how to train them and resources to provide for education and call handl...

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4 New Call Center Myths Debunked

By Patrick Kennedy, Ytel  |  

The speculation behind call centers, the services they offer, outsourcing vs. in-house and everything in between can fuel a lot of rumors and myths that get mixed up with the truth...

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Call Centers: not-so-secret ingredient to CX ...

By Brian Keep, Ytel  |  

Your call center is the only customer outreach platform that spans throughout the entire sales funnel. From customer acquisition to loyalty programs, customer experience lives and ...

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Agent Scripts: Strict vs. Personalized

By Call Criteria, a Ytel Content Partner  |  

Scripts are representations of information to be laid out while conversing with prospects or customers. They cover details from greetings to various customer service policies and w...

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Gamify Your Quality Assurance Program

From receiving a badge on Foursquare for being the first of your friends to check in at a particular restaurant to completing your Subway punch card to win a free sandwich, gamific...

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