The Latest Trends and Thought Leadership for Contact Centers

Call barge, in the context of contact centers and telecommunications, refers to a feature or functionality that allows a supervisor or manager to join a live call.

Call flow can refer to two different things. One is the way that calls are distributed within a call center.

Call logging is the process of collecting, analyzing, and recording customer interaction data.

Call management software is a tool that call center agents use to track and manage calls. Call management software is crucial for a smooth operation because it can perform a variety of tasks such as routing calls to the right agents, capturing inbound caller data,...

Call monitoring is a form of quality management that call centers implement to ensure that customers are receiving a level of support that meets company standards.

Call recording software is a tool used to capture and house voice conversations from multiple phone lines in the contact center…

Call routing is an automatic call distribution and management process that allows contact center phone systems to place incoming calls into queues and direct them to the appropriate recipient…

Call tracking software is a tool that helps businesses effectively manage customer calls. It provides records of every call along with information about each caller, such as customer details and the origin of the call. It can help agents identify which outreach...

Call transcription, in the context of telecommunications and contact centers, refers to the process of converting spoken language and audio content from a phone call into written text.

Call whisper is a feature commonly used in contact centers and call center environments, especially during phone conversations between customer service representatives (CSRs) and customers.