A call center’s knowledge base includes vital information about its overarching business, including everything from standard operating procedures and company policies to troubleshooting guides and…

The best healthcare call center software improves the patient experience AND optimizes internal workflows to keep your practice running smoothly. The wrong one can leave…

Call center shrinkage refers to the percentage of time your customer support agents are on the clock but unavailable to take calls. This is the…

There are people out there who strive to hit the 100% mark in everything they do, from school papers to personal fitness and customer satisfaction….

While interactive voice response (IVR) systems provide business call centers with automated call routing and convenient self-service options for their customers, a single-level option can…

A call flow diagram serves as a general visual roadmap for how callers can expect to progress through an interactive voice response (IVR) system. It…

A call path is the journey a phone call travels from the moment you press send until it reaches the person on the other end…