What Is an Outbound Call Center? (And 3 Skills The Best Ones Have!)
In this post: What is an outbound call center? Key metrics for outbound call centers Three skills the best call centers have What is an
In this post: What is an outbound call center? Key metrics for outbound call centers Three skills the best call centers have What is an
Post summary: AHT makes a poor agent target but remains an important number for call centers to monitor Call centers which manage to organically reduce
Customer experience is the guiding light of successful businesses. And that has always been the case! We sometimes talk about CX like it was invented
In this post: What is conversational IVR service? How does conversational IVR service save money? Conclusion It’s risky, being an early adopter. But Delta Air
A modern conversational IVR uses two important components to ‘listen’ to callers. Natural Language Processing (NLP) and Natural Language Understanding (NLU) have distinct roles –
In this post: What is conversational IVR? Conversational IVR services – why now? How conversational IVR ‘solves’ IVR Why modern IVR systems perform better What
SMS messaging is one of the great under-used customer service tools. Everyone understands it. Everyone can access it. It’s rock-bottom cheap compared with taking a
There are always new trends in the contact center. New tech, new strategies and – of course – plenty of ways to adapt to a
When it comes to IVR, contact centers walk a fine line. On the one hand, it can be one of the fastest, cheapest and most
Do you see a pressing need for more automation in customer service? It’s been the case for a while. But right now? I think we’re