Customer Service

Women In Tech: Michelle McCurdy, Director of Customer Support

Girls Who Code says 74% of young girls express interest in STEM fields but only 26% of computing jobs are held by women. Find out what drives women in tech.

Spotlight Interview: Mita Chatterjee | Accounting

As CallRail's Accounting Manager, Mita Chatterjee works to keep our financials in perfect order. Today Mita shares the story of her ongoing education.

Definition
by Carolyn Lyden

What is Call Recording Software?

Call recording software is a computer program that allows businesses to audiotape telephone calls for use in training, marketing, and other analyses.

Spotlight Interview: Fiona Moriarty | Success Team

From the fashion to tech industry, learn what motivated Customer Success Manager, Fiona Moriarty, to make the leap.

Spotlight Interview: Terrence Ford | Support Team

Our support team knows our product inside and out. Today, we're getting to know more about one member, Terrence Ford and what led him to CallRail.

Definition
by Michael Saba

What is Call Scoring?

Call scoring is the evaluation of phone call data against a defined performance standard, usually for the purpose of scoring customer service agents.

Conversation as a Medium: The Next Frontier in User Experience

New technology that makes our lives easier is always exciting, but there are bigger implications for adopting conversation as a medium that directly impacts search. Learn how voice assistance are changing the world of marketing.

Guide
by Kate McGaughey

Why We’re Including CallScore for Free

With CallScore included in all accounts, you can now gain more insight into calls with customers and immediately determine if the call was a good lead.

Product
by Andy Powell

Product
by Madelyn Wing, Head of Partnerships, CallRail

Route Calls by Location with Geo-Routing

With this advanced call distribution tool, you can choose where you want your incoming calls to be routed based on the location of the caller.

5 Ways to Use Call Flows to Streamline Your Business

First impressions are everything. Regardless of your sales team's size, here are 5 ways Call Flow can improve your business and the customer's satisfaction.

Tips
by Janaye McGrew

7 Business Phone Etiquette Tips to Win Customer Loyalty

Want to improve your business phone etiquette? Check out our top phone tips to enhance your customer service skills and grow your client base.

How to Improve Customer Service Over the Phone in 5 Steps

Good customer service over the phone is extremely important to any business. Here are some tips and training ideas to help improve customer service.

Guide
by Erica Hawkins

Product
by Katherine Hosmer

Save Time, Copy Call Flows

Have your new campaigns running as quickly and as successfully as your existing campaigns with CallRail’s Call Flow Duplication feature.

Is Call Recording the Most Powerful Feature?

Discover the power of Call Recording and start qualifying more leads for your business by gaining helpful insight into each and every call.

Research
by Erica Hawkins

New Research Shows Calls Are Up 19% for Businesses

Even in our digitally focused mobile world, conversions are often occurring offline. Why? Because customers still value voice.

SMS Messaging for Customer Support

Welcome to the world where we text instead of call. Here's how to bring your business into the text messaging game for your customer support.

Product
by Erica Hawkins

Automate Call Distribution with Round Robin

Distribute calls evenly among your sales team, clients, or any group working under the same campaign, all through one of your call tracking phone numbers.

Product
by Erica Hawkins

Are the people who answer the phones at your company costing you business?

How you answer the phone is more important than you think and poor experiences can cost you business. Are your employees' phone ettiquette up to standards?

Easily Decide How You’re Notified with The Notification Center

Get notified when and how you like. Now all your notification settings are conveniently accessible in one central location: The Notification Center.

Product
by Erica Hawkins

Easily Create Interactive Phone Menus

Easily Set Up Menus with Call Flow Builder Call Flow Builder's menu step makes it easy to direct calls where you need them to go by prompting the caller to select from a menu of options using the keypad on their phone.

Call Scheduling with Call Flow Builder

Now you can use CallRail's Call Flow Builder to create a schedule that determines how your calls should be routed, allowing you to send calls where you need them to go based on your schedule.

News
by Erica Hawkins

Get to Know the All-New Call Flow Builder

With our new Call Flow Builder, you can now create unique, fully-customizable call flows for each of your tracking phone numbers.

Product
by Andy Powell

How a Strong Vocabulary Can Help You Reach Out To Your Customers

A good idea can go to waste if it can't be effectively communicated with someone else. After all, how can other people appreciate it if you can't properly explain what it's about? The potential of this good idea will simply be lost if you can't find the right words for it.

Guide
by Erica Hawkins