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Technological advances continue to shape and mould the world of business, but few technologies, if any at all, have made anywhere near the impact on the way we do business that the humble telephone – now the feature-laden smartphone – has. It could, of course, be argued that technologies such as the internet have increased

Call scoring forms have become a commonly used tool in most call centres across the world. Whilst you mightn’t feel the need to score your employees on how they interact with clients over the phone, it must be said that there are actually quite a number of benefits afforded to businesses that evaluate their employees’

Robots performing human tasks are all the rage these days. The day-to-day headlines are full of stories about new applications for AI, warnings against autonomous weapons and stories about robots taking people’s jobs. With so many sensational stories in the news, it’s easy to imagine a not-so-distant future in which robots are able to perform

If you spend a significant amount of time on the phone each day, one of the first things you realise is how difficult it can be to keep up with the demands of maintaining a positive attitude, treating each call like it’s your first and, above all, coaxing the person on the other line toward

When you spend as much time on the phone as we do, it doesn’t take long to realise just how important the quality of your voice is to the work you do. The wrong tone or words delivered at the wrong time can derail the entire call. And when every call counts, a derailment can

This is great news from a B2B marketer’s perspective, though somewhat worryingly, an equally high percentage of B2B marketers are unable to explain which marketing strategies they use are delivering the greatest number of inbound calls. In fact, many marketers have confessed to not even possessing a B2B marketing strategy at all. According to leading

The only way to operate for some but just another buzzword for others, the concept of sustainable business is often hotly contested, with some seeing it as the ultimate business goal and others viewing it as a pointless impediment to business growth. Business sustainability is a term that’s often confused and when that occurs it

Outsourcing is certainly nothing new. The term itself was born back in the 1970s, when the trend of sending less-than-essential processes to third parties was on the rise. And it’s not as if no outsourcing happened prior to that. It’s just that there wasn’t a handy buzzword with which to describe the process. But there’s

At Netcall Solutions, we like to remind our readers of the many benefits of outsourcing. Sending certain non-core processes (such as answering the phones) to a third party can do much to streamline operations and bolster the bottom line. But there are other less tangible – but just as real – benefits to outsourcing. In