Customer Experience, Technology and Business
articles shared by a team of contact center experts.

Manual dialer, power dialer, predictive dialer – does it matter which type of dialing system you (...) Manual dialer, power dialer, predictive dialer – does it matter which type of dialing system you use in your call center? Well, if you want to optimize the amount of time you actually speak (...)

"Ok, I'll pay what I owe you online tonight": an often-spoken but rarely-kept promise in the (...)

Have you ever wondered whether your contact centre is being as efficient as it should be? (...)

Automation, as we all know, saves time. But is it really always true, and do mechanised (...)

Technology today allows people to choose from a vast array of communication channels. We have more (...)

IVR systems must be able to assist clients even without a customer support representative, boosting the (...)

IVR, or Interactive Voice Response, is one of the key elements used by every call and (...)

A predictive dialer is one of the most common tools in today’s contact centers helping increase (...)

Today is not enough to serve a customer you need to make him satisfied, too. However, (...)