What is a Progressive Dialer?
June 15, 2022
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In this post: What is a progressive dialer? What is the purpose of a progressive dialer? In what scenarios is a progressive dialer used in
Category: Explainer
What is Call Center Blockage?
June 8, 2022
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Call center blockage is when a business’s communication channels are unable to take new incoming contact. This typically occurs during busy periods when all available
What is Co-Browsing? (And Why Your Business Needs It)
May 25, 2022
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Co-browsing, also known as collaborative browsing, is when a customer and an agent navigate the web or an app together to solve issues. The way
What Is Call Center Forecasting (and How to Increase Your Forecast Accuracy)
May 18, 2022
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Call center forecasting is a set of practices that aims to determine the contact volume and number of agents needed to handle that contact volume
What is Average Time to Abandon? (And How to Improve Yours!)
May 11, 2022
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The average American spends 43 days of their life waiting on hold. That breaks down to 10 to 20 minutes per week! To make matters
What is DTMF?
May 4, 2022
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In this post: What is DTMF? Dual Tone Multi-Frequency (DTMF) is a technology that allows telephone callers to communicate with automated programs by pressing number
How to Track Your Teams’ Performance With Better Dashboards
April 26, 2022
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Your call center probably uses a dashboard (or several) to track various performance metrics. But is your dashboard really making a difference to your teams’
What Is a Request for Proposal?
April 20, 2022
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A request for proposal (RFP) is a formal document that a large enterprise or government agency posts to purchase a good or service. The RFP
What Is Business Forecasting? (and How to Increase Your Forecast Accuracy)
April 13, 2022
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Forecasting is making predictions using past or live data. To increase forecasting accuracy, you have to study your customers, know industry trends, and assess the
How “Know Your Customer” Tools Supercharge CX
April 6, 2022
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We all know what it feels like to receive great customer service. It’s typically fast, streamlined, and deals with your specific issues. It’s like the
