The Latest Trends and Thought Leadership for Contact Centers

Technical debt in software development: shortcuts or temporary solutions that may cause future complications.

Telemarketing is a sales and direct marketing method whereby agents make unsolicited or “cold” phone calls

Text message marketing software offers two-way messaging, automated, and mass texting.

Text mining software is an application that call centers can use to extract valuable data from every interaction that agents and customers have.

Text-to speech software is a speech synthesis technology that synthesizes spoken words from written text as it is spoken instead of playing back a pre-recorded message.

A texting platform is a tool call centers use that allows agents and customers to communicate via SMS.

A ticketing system is a software solution that helps customer support agents manage support requests effectively.

Call center tools are used for various functions that support call center workflows and operations.

Training is essential for any successful call center operation. By providing employees with the necessary skills and knowledge, businesses can ensure agents are able to deliver top-notch customer service while also ensuring they remain motivated and engaged while on the job.

What is a Call Center Transfer? When dealing with customer inquiries and complaints, it is important for call centers to have an efficient transfer system in place. Transferring calls between agents or departments can help ensure that customers receive the best...