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How Do Call Centers Use Text Messaging?

How Do Call Centers Use Text Messaging?

The way call centers approach customer engagement has changed. Gone are the days when phone calls ruled the call center. Business text messaging has been on the rise.  Maybe this seems counterintuitive, or maybe you’re still not convinced texting is a...
How to Make the Case for SMS in the Contact Center

How to Make the Case for SMS in the Contact Center

SMS is the easiest way to communicate with customers, says data When you make your pitch, you’ll have to be sure you’re speaking your bosses language and aligning the idea of adopting SMS with your contact center’s wider initiatives. So start with a few stats. Over 5...
Top-Level Metrics for Texting

Top-Level Metrics for Texting

Learn the 16 top-level metrics for texting in the contact center. Operationalizing SMS: Top-Level Metrics for Texting SMS messaging is a great way to gain real-time visibility in front of your customers and grow more opportunities to get in front of them instantly....
SMS Dos and Dont’s

SMS Dos and Dont’s

First, Should Your Contact Center Be Texting? Eight trillion text messages are sent every year. And every month, people send more than one billion messages to businesses. Despite these incredible statistics, many contact centers still haven’t integrated text and...
SMS Goes Mainstream in the Contact Center: A New Report

SMS Goes Mainstream in the Contact Center: A New Report

As omnichannel evolves and changes the way contact centers support their customers, managers and decision-makers are increasingly challenged to one-up themselves and transform the service experience to meet always-changing preferences. So what does the ideal...
Short and Long Codes, Explained

Short and Long Codes, Explained

What are Short and Long Codes for Texting? Shortcodes, long codes, and toll-free numbers (TFN) are delivery vehicles for text messages.  A shortcode is a five-digit number assigned by carriers that allow for high SMS throughput. Shortcodes can be customized, are a...