Call masking is a service that allows you to replace your phone number temporarily with a stand-in or proxy number. Often a standard feature of…
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7 Ways To Streamline Any IVR Menu + 5 Snags To Avoid
A good business makes a good impression—and for many organizations, the first touchpoint they have with customers is through their interactive voice response (IVR) menu….
ACD vs. IVR and Why Most Call Centers Use Both
Most successful business owners know the importance of hiring people who both specialize in their roles and can collaborate effectively with their colleagues. The same…
Overwhelmed With Call Center Metrics? Only These 5 Matter
If you’ve ever worked at a call center, you know the conversation of KPIs and performance metrics is never-ending. At a certain point, it just…
If UDP Isn’t Error-Free, Why Is It Perfect for Streaming?
UDP (User Datagram Protocol) is a transport layer network protocol that provides a fast and efficient means of transmitting data. It doesn’t always provide a…
UCaaS vs CPaaS and the Pain Points That Make People Switch
UCaaS and CPaaS are two cloud-based solutions that aptly meet modern communication and collaboration needs. Both enable audio, video, and chat conferencing as well as…
Answering Services or Call Center Services? Neither. Here’s Why.
When it comes to managing inbound calls, businesses often debate between answering services and call center services. On the one hand, you can route calls…
14 IVR Script Examples That Work Again and Again
If you’ve noticed that most IVR (Interactive Voice Response) scripts sound the same, that’s because, well, they are the same. This isn’t by accident. There’s…
Call Center Avoidance = Poor Culture (Here’s an Easy Fix)
There’s no other way to put it: call avoidance can cost call center agents their jobs if they don’t address it, and the most common…
9 Unmissable Criteria for Call Center Quality Assurance
Call center quality assurance (QA) is crucial for the success of any contact center, no matter its size or industry. Implementing call center QA criteria…