Call queues are a universally dreaded aspect of calling customer service. No one likes to wait in line, whether it’s at the grocery store or
VIP call routing, also known as VIP routing or priority-based routing, is a telephony system that prioritizes incoming calls based on predefined criteria. It’s a
Customer satisfaction, also known as CSat, is a measure of how satisfied customers are with the products or services offered by a company. It is
VoIP technology has made outbound calling more affordable than ever. It’s no longer a type of contact used only for high-value sales calls. But, this
Do you know your DTMF IVRs from your ACDs? Or your conformance rates from your utilization rates? There’s a lot of terminology to get your
In this post: Contact centers are an integral link between companies and their customers, so it’s vital to maintain the highest possible level of customer
In this post: Call centers measure many KPIs (key performance indicators) to help them understand how well they are handling customer interactions and identify opportunities
Virtual call center software enables contact centers to manage customer interactions from various channels cost-effectively and efficiently. Some organizations have their in-house contact centers, while
In this post: With the huge volume of documents and data handled by call centers on a daily basis, it’s no wonder that management can
In this post: Automated outbound calling software is often used in outbound contact centers to improve the outbound calling process. This not only boosts overall
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