6 Ways to Automate Key Elements of a Call Center Workflow
Most steps in a call center workflow are repeated thousands of times…
5 Key Call Center Software Features + How to Judge Them
Many call center software features have no major impact on performance. Only…
How to Enforce IVR Authentication Without Annoying Callers
Every convenience you offer your customers creates a potential vulnerability that a…
Contact Center Technology: From Must-Have to Cutting-Edge
Busy contact centers handle millions of conversations across multiple channels each year.…
5 Chatbot Call Center Examples +3 Times You Need a Human
Imagine a world where your call center operates smoothly around the clock,…
5 Call Queue Management Tips to Survive Peak Hour Traffic
Periods of heavier-than-usual call traffic are inevitable for any type of call…
High Call Center Queuing Times? 5 Causes With Easy Fixes
Long hold times are one of the biggest sources of frustration for…
The Latest Call Center IVR Upgrades Are Slashing Wait Times
Interactive voice response (IVR) systems route calls and handle basic queries. Call…
An Outbound Dialer Will Help You Win the Numbers Game
An outbound dialer is software that automates and manages outgoing phone calls.…
Connectivity Problems? Measure Network Effectiveness Ratio
Network Effectiveness Ratio (NER) measures a network’s ability to deliver a call…