Transferred calls aren’t always due to routing system failure – sending customers to other agents is sometimes unavoidable. But if your Call Transfer Rate (CTR)
Automatic call distribution is the practice of directing incoming phone calls to available agents. This is handled by an Automated Call Distributor (ACD) which can
When Sharon Griggins had this conversation with Studs Terkel over forty years ago, professional switchboard operators had already been around for nearly a century. The
Automatic Call Distributor (ACD) is becoming outdated as a term in the telecommunications and contact center industry. In this piece we will briefly compare its