Articles

Most mid-sized businesses aren't installing new on-premise PBX hardware anymore. They're moving to a cloud based office phone system that runs on provider-managed infrastructure instead of local telecom equipment.

For years, contact centers have been evaluated primarily on efficiency metrics like handle time, occupancy, service levels. Meanwhile, those same teams influence deals closed, accounts retained, and renewals secured, but those outcomes rarely show up in performance reporting. The issue isn't effort. It's measurement design. When performance tracking focuses on efficiency alone, revenue contribution becomes invisible.

Most contact centers put new agents on live calls before workflows and expectations are nailed down. Vague processes, inconsistent feedback, unfamiliar systems; these things pile up, and ramp-up stalls as a result.

Remote work, cross-border sales, and international communities aren't edge cases anymore. Statista research shows the number of people working remotely across national borders has climbed year over year, and app-based voice calling has grown right alongside it. GSMA data tells a similar story: global voice traffic keeps moving away from traditional carriers and toward internet-based calling apps, especially for international calls.

Every customer service team wants fast calls that don't feel rushed. But average handling time (AHT) in contact centers still hovers around six minutes, according to Call Centre Helper's benchmarking data. In high-volume environments, even small delays can lead to higher costs, slower resolutions, and agents who feel the squeeze.

Most contact centers now run on 6 to 10 separate tools just to handle daily operations, according to Metrigy. The industry calls it "tool sprawl," and it's exactly what it sounds like: fragmented tech stacks that cost more and slow everyone down.

Businesses that connect phone calls to CRM records outperform those that don't. When call activity lives outside the CRM, reps lose context, managers can't see what's happening, and follow-ups get missed.

Airpaz was losing half its inbound calls across six Southeast Asian markets. After switching to Voiso, abandonment dropped to 10%, answer rates jumped 5x, and monthly call costs fell by more than half.

According to Invoca's 2023 Call Tracking Report, nearly half of marketers can't connect inbound calls to specific campaigns or channels. Meanwhile, those calls convert 10-15x better than web leads. That disconnect doesn't just mess up your reports. It warps budget decisions, sales strategy, and revenue forecasts.

Repeat Contact Rate (RCR) reveals systemic failures across support, product, and operations, not just agent missteps and is a leading indicator of operational risk and cost leakage. The article breaks down how to accurately measure, interpret, and reduce RCR using frameworks for durable resolution, system design, and leadership-level governance. It also shows how platforms like Voiso enable scalable, cross-channel resolution by unifying context, surfacing root causes, and preventing repeat behavior before it starts.

In the second quarter of 2025 alone, spam call filters flagged 13.7 billion suspected spam calls worldwide. This equals more than 150 million unwanted calls every single day, according to Hiya’s Global Call Threat Report. Few communication channels face abuse at that scale, and voice remains one of the hardest to protect.

When inbound calls spike, even a few seconds of delay can cost deals. According to HubSpot’s own benchmark data, 82% of consumers expect an immediate response to sales or service inquiries made by phone. For contact center teams using HubSpot, meeting that expectation depends entirely on how intelligently calls are routed. And here’s the problem: HubSpot doesn’t route voice calls natively.

Customer Effort Score (CES) is a more reliable predictor of loyalty and churn than CSAT or NPS because it tracks friction, not just sentiment. This article breaks down how to measure CES correctly, interpret it meaningfully, and act on it using tools like Voiso’s Flow Builder, AI analytics, and omnichannel integrations. Readers get a practical playbook for identifying high-effort moments and reducing them to improve retention while lowering support costs.

In 2022, the Consumer Financial Protection Bureau hit Wells Fargo with a $3.7 billion penalty for widespread customer mismanagement violations. These included illegal fees, wrongful foreclosures, and failing to follow through on promised support. With compliance failures come a collapse in trust, and the cost can be both financial and reputational.

The quality of health tourism experiences is often judged by clinical factors alone. Were the doctors qualified? How were the facilities? What were the outcomes? These are important measures, to be sure, but according to teams operating in the space every day, they don’t capture the communication, coordination, and responsiveness that actually shape the journey for most patients.

Great customer service depends on offering multiple ways to communicate. Still, when things get complicated, 76% of consumers prefer to pick up the phone, according to Zendesk. When the issue is urgent, emotional, or high-stakes, chatbots and email threads simply don’t cut it. People want clarity, empathy, and real-time problem-solving, and voice conversations can handle nuance, emotion, and urgency far better than any asynchronous channel.

If I were to share one defining truth about Voiso, it’s this: Voiso is far more than just an AI-powered communication platform.

Sales teams that use a CRM see up to 29% more revenue than those that don’t (Salesforce, 2023). However, that’s only true if the CRM is fully integrated with the tools reps actually use, like voice calling. Without phone integration, sales managers lose visibility, reps waste time manually logging calls, and customer conversations vanish without context.

Leads contacted within 5 minutes are 100x more likely to connect than those followed up with after 30 minutes, according to the Lead Response Management Study by MIT. Speed matters — and click-to-call helps reps act instantly.

Call disposition accuracy determines how precisely agents label the outcome of a call, directly influencing follow-up actions, CRM data integrity, and performance metrics. Inaccurate tagging creates broken workflows, missed opportunities, and misleading reports that affect everything from sales forecasting to customer experience. To improve accuracy, high-performing teams use strategies like simplifying disposition lists, leveraging speech analytics, and automating routine tags to ensure every call is categorized with intent and clarity.

Silence Ratio and Overlap Time are two overlooked but critical metrics that help contact centers assess the real quality of their conversations. High silence often signals hesitation or friction in workflows, while excessive overlap reveals poor listening or pressure-driven interruptions, both of which impact customer satisfaction and resolution efficiency. By tracking and interpreting these patterns at scale, teams can identify specific coaching needs, streamline call handling, and ultimately improve both agent performance and the customer experience.