What is VIP call routing
November 14, 2023
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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
Tag: call routing
Why are businesses still investing in IVR systems?
March 8, 2023
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If you follow customer service trends, you’ll notice that even though consumers consistently report low satisfaction with the technology, the market for IVR systems continues
How to turn Your Call Management Software into a Valuable Resource
June 20, 2022
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In this post: In an increasingly digital world, customers have more choices than ever when to interact with businesses. But despite the rise in the
What is the Blended Universal Queue System?
September 15, 2021
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Customers now use a large and growing number of channels to communicate with businesses. In theory, anything that makes life easier for customers is a
How to Calculate Call Center Occupancy (Then Improve it!)
September 9, 2021
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Running a contact center often feels like a balancing act. You have to juggle great (and speedy!) service while ensuring agents aren’t overworked. Misjudge this
What is Customer Journey Mapping?
September 8, 2021
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Customer journey mapping is one of those phrases that everyone has heard. Even if you’re not involved in creating journey maps, you probably know the
What is Conversational AI?
September 1, 2021
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In this post: What is conversational AI? How does conversational AI work? What are the benefits of conversational AI? How do businesses use conversational AI?
Omnichannel vs. Multichannel: How And Why You’ll Switch.
August 5, 2021
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Once upon a time, setting up customer services meant providing a phone number. And maybe a postal address for actual paper letters. For a
Call Routing – How to Get Customers Where They Need to Be
July 22, 2021
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In this post: Refresher! What is call routing? The BIG call routing benefits are… How to personalize with dynamic routing Is dynamic call routing good
Transferred Calls are Harming Your CX: Here’s What to do About It
April 7, 2021
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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)
