To avoid confusion, we should first define what a “virtual telephone system” is.
A virtual private branch exchange (PBX) is a private automatic telephone system that enables communication via VoIP telephony. When we talk about a “virtual private branch…
Time magazine considers the unchecked rise of artificial intelligence to be one of the biggest threats in 2024. As regulators’ efforts to control AI falter, there is concern that tech companies will be largely free to operate and the most powerful AI models and tools…
The most successful businesses are data-driven. Companies that make decisions based on pre-established metrics they regularly track tend to grow faster. One of the most illustrative and commonly used metrics is the Net Promoter Score (NPS), a measure of customer…
Leading companies in the industry consider call center automation as the primary transformative force that will impact the call center services market in 2024. That’s why we decided to explore the key aspects of contact and call center automation and discuss the…
There is a certain cliché that a contact center only deals with inbound calls: Answering customer questions, providing advice, support and helping to solve problems. However, the outbound line in a contact center, i.e. the outgoing calls, are just as important.
If you do…
In a dynamic and customer-centric call center environment, the workforce management (WFM) system is a critical factor in ensuring operational efficiency. We offer you a detailed analysis of what workforce management (WFM) is, its fundamental role in call center workforce…
The VoIP service has proven its numerous advantages for both businesses and the field of contact and call centers. It is an accessible, multi-functional, budget-friendly, and high-quality communication channel, that ensures you do not miss any calls or customers. However…
Setting up a call center from scratch is a quite challenging task. It’s not just about finding the most comfortable premises and assembling a team. Equipment is also a crucial consideration because the reliability and quality of call center equipment directly impact…
What is Back Office, and the Advantages of Outsourcing Back-Office
December 18, 2023
In modern business, the back office is a crucial component that ensures the effective functioning of a company. But what is the back office essentially? How does the back office differ from the front office, and what advantages does outsourcing back-office provide? This…
What is Customer Effort Score (CES) from a marketing perspective? The Customer Effort Score (CES) is a survey used to determine how easily customers interacted with your company to meet their needs. This interaction could involve customer support, purchasing, sales, and…
