What is Call Center ACD? Get Creative With Automatic Call Distribution
An Automatic Call Distributor (ACD) is call center software that distributes incoming calls to different services. Those services could include live agents, IVR menus, recorded
An Automatic Call Distributor (ACD) is call center software that distributes incoming calls to different services. Those services could include live agents, IVR menus, recorded
There’s always some new piece of tech for the call center to consider. But something as fundamental as the phone systems can feel a bit…
In a recent post, I said that a good IVR system is more than a barrier to live agents. It’s the reason callers don’t need
The call center is often the most data-driven area of business. Call center metrics inform everything from long-term planning to real-time response. They can also
The Call Tools Challenge – How Flexible is Your Call Center? What’s the most important feature of a successful call center? Is it speed? Reliability?
It’s been a little over a year since GDPR was introduced. Now, many businesses live with far stricter rules around customer data – and far
IVR is probably one of your most useful pieces of tech. It saves money, it shrinks call queues and it saves agents from some of
The automatic call distributor system is one of the oldest pieces of tech in the call center. Based on some of the customer service out
Customers hate waiting. Of course they do. They didn’t want to call in the first place. But long queues don’t have to be a fact of
Customers want a personalized service that you can only offer with better call routing. So what are the obstacles, and how do you overcome them?