Call-center leaders face a persistent problem with staff attrition. According to The US Contact Center Decision-Makers’ Guide 2021 by ContactBabel, there is a very wide spread of attrition rates across the industry, with 26% of respondents having to deal with attrition…
According to a Statista report, most people still prefer the phone as a channel for customer support. So what happens, when a customer calls a call center? When users contact your call center, they are sent to the first available…
Even though Zoom and Five9 abandoned the $14.7 billion acquisition deal, why pay so much for a business centered around cloud-based contact centers? The answer is simple: although these contact centers have been working from the cloud for decades, they’re…
July 2021 started with important news for contact centers working within the United States. In fact, Florida’s SB 1120, also known as the state’s mini-TCPA, significantly amends the previous Telemarketing act. To avoid violations that could cost businesses up to…
If you have been paying attention, you are certainly aware of the bitcoin hype. What you might not know is that, whilst crypto has been a consistently trending buzzword for over a decade, it is now becoming an increasingly popular…
What is DNC? The Do Not Call (DNC) registry is a list of consumers who have restricted their availability to receive marketing calls. Keeping such lists is a fairly common practice in many countries, making compliance to DNC a very…
In the third era of communication, the future of businesses around the globe will rely heavily on the way organizations present themselves to their audience. With just about everyone owning a cell phone, it should come as no surprise that…
Application programming interface (API) is software for connecting computers or computer programs. It is designed to simplify access to a given operation by mediating the communication between two or more applications. To put it simply, it lets two applications communicate…
Phone calls are vital to the success of your business. An effective organization will have a strategy in place for its customer service that places a lot of emphasis on support, and customer satisfaction. An efficient, reliable call flow process…
