Ytel Blog

7 QA Techniques Every Call Center Should Impl...

By Brian Keep, Ytel  |  

Does your call center have QA policies and procedures already in place? If not, now is the time to implement some. We're sharing some key suggestions of a few different techniques ...

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Call Center Obstacles & How to Resolve Them

By Anomaly Squared, Ytel Content Partner  |  

In the call center environment, there are so many moving parts. From agents and managing shifts to keeping customers happy, ensuring technology is constantly updated, and of course...

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Key Customer Service Trends & Metrics for 201...

By Brian Keep, Ytel  |  

LiveChat recently published an insightful report on customer service metrics that are taking 2017 by storm and shared why businesses should be adapting to said trends if they haven...

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Power Through Your Day as a Success Manager

By Vanny Uat, Ytel  |  

Ever wondered what a day in the life of a customer success manager looks like? With trainings, new products to learn, projects to manage, troubleshooting and much more... balance i...

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5 Reasons Live Chat is Crucial for Business

By Tyler Holliday, Ytel  |  

Live chat is truly the untapped potential for businesses to drill in on customer insights, wants and needs to win the sale, simply by offering a 24/7 channel for leads and customer...

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If You Aren't Texting, You Aren't Trying

By Gino Aielli, Ytel  |  

In early 2016, Ytel launched its cloud communications API, message360°. The message360° API programmatically enables the complex infrastructure of telecom, email, and mail house di...

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How JAWS Helps Visually Impaired Agents

By Matt Grofsky, Ytel  |  

We've made it our mission at Ytel to develop features and products that our customers need and see value in. We've had a few customers inquire about implementing the JAWS feature i...

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Unified Communications: The Telecom Blend

By Gino Aielli, Ytel  |  

The opportunities for companies that embrace a truly unified communications structure are almost limitless in the next few years. Commerce is steadily moving towards the cloud and ...

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Customer Support: Tips from Leadership

By Eric Madura, Ytel  |  

Customer support - absolutely necessary for your business, yet very easy to screw up. Having the best agents is key, there’s no doubt about that. As far as technology goes, things ...

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sipPro & 2600Hz Provide Quality-Based Routing

By Max Ashurst, sipPro  |  

We're thrilled to share a new partnership between sipPro and 2600Hz, a San Francisco-based telecom company providing flexible, high quality solutions, designed to scale. This partn...

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