Automatic Call Distribution (ACD) – is one of the most crucial systems for a call center. This material will be most beneficial for those who have already read the article “What is ACD, and why is it important.” Now we will elaborate on how the call…
In an era of rapid technological advancement and information overflow, call centers have transformed into central, multichannel communication hubs connecting businesses with customers. Beyond handling queries and tech support, contact centers have become strategic tools for…
In the competitive landscape, modern businesses grapple with rising communication costs to connect with their audience. To stay competitive, organizations need innovative strategies. This discussion focuses on how contemporary virtual PBX systems offer marketing solutions.
In today’s dynamic landscape, characterized by the importance of flexibility and mobility, virtual phone numbers have become an integral aspect of our digital communication. The global nature of business and the shift toward remote work have spurred a growing demand…
An auto dialer is a type of call center software that automatically dials customer numbers and connects calls without needing manual input from operators. Also known as auto-dialing services, these tools are incredibly useful for call centers that focus on making outbound…
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…
