Sometimes you only need to enter a simple password before you can gain access to a given application. In other cases, like when your user…

If AI could get tired of being talked about, it probably would by now. Instead, it’s getting shoehorned into just about every facet of everyday…

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….

Traditional IVR systems can route callers to the right department and the next available live agent. Overall, it’s a simple and pretty straightforward system; when…

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…