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Call Center Shrinkage <30% Is Good (+To Do’s If It’s More)
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…
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Free 30-day Trial4 Signs You Need to Upgrade to An Intelligent IVR
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…
What a Multi-Level IVR Has That a Traditional One Doesn’t
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…
Should You Believe the Hype About Call Center AI?
You can’t spend five minutes on the internet these days without running across something that is either about AI or was created by it. Call…
How To Hide a Page Title in WordPress: Keep It Blank?
Looking for a quick method for hiding a page title in WordPress? Here it is: Go to “Pages,” then “All Pages.” Hover over a page,…
Exactly What Calls To Map Out With a Call Flow Diagram
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 Route Your Call Takes to Connect. And?
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…
Call Center Agent: Why the Dreaded Role Still Lives On
For many job seekers, the role of a call center agent is not atop their list of dream employment opportunities. Simply put, it doesn’t have…
A VoIP Call Center Must Have 5 Features to Be Worth The $
As any call center manager knows, an effective team needs to be able to scale up and down in size without affecting the quality of…
Nextiva vs Dialpad Comparison–Which One’s Right for You?
We recommend Nextiva for most people trying to decide between the two because it’s easy to use, deploy, and scale no matter how you plan…
The Only IVR Testing Tools Needed (+Where to Get Them)
IVR (interactive voice response) phone systems are often the first line of contact between a business and its customers. This means that any technical flaw…
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