Articles

Explore the key roles of ANI and DNIS in telecommunication: ensure accurate call routing, streamline operations, and enhance customer experience.

The main goal of contact center technology is to help a business deliver top-tier customer service. This is easier said than done, as managers need to juggle cross-channel communications, customer data, operational efficiency, agent performance and customer satisfaction.

Phone number masking is revolutionizing data privacy in contact centers by anonymizing communication through proxy numbers. This advanced technology not only ensures compliance with stringent regulations like GDPR and HIPAA but also fosters customer trust by safeguarding sensitive information. Explore its benefits, applications, and the technology behind this essential privacy measure.

Setting up a call center is easy in theory: buy the equipment, hire the staff and you’re good to go. But how do you know what type of call center your business needs?

Call centers rely on strong customer service. And according to research by McKinsey, 71% of consumers expect personalized interactions. In order to stand out from competitors, managers need to prioritize customer experience to boost the brand’s reputation in the market.

Customer service efficiency is more crucial than ever, with companies continually seeking innovative solutions to streamline interactions and enhance customer satisfaction. One such innovation is Text-to-Speech (TTS) technology.

Today, businesses are increasingly focused on cutting operational costs, often by moving tools to the cloud to minimize infrastructure expenses. Voiso's Product Director, Victor Denisov, shares his thoughts on this emerging trend.

Managing call centers in 2024 isn’t easy: everything from satisfying customer demands to maintaining high levels of productivity make them challenging places to work. But one of the more difficult hurdles to overcome is regulatory compliance.

Key Performance Indicators (KPIs) are the heart of any outbound call center. They provide valuable insights into both agent and call center performance, indicating exactly how satisfied your customers are with your service.

An outbound call center does exactly what it says on the tin – it focuses on reaching out to potential customers. Its goal is mainly to boost sales, but is also effective for nurturing existing customers.

Managing time zones in global call centers isn’t just a matter of scheduling; it’s a critical operational challenge that can directly impact both customer satisfaction and agent performance.  According to the U.S. Call Center Industry Report, call centers experience high annual turnover rates of up to 33%, with absenteeism averaging 6% per day​. One key […]

Customers are increasingly demanding better, more personalized customer service that accurately solves their issues. Which means customer service quality can make or break a company.

SiGMA Europe is one of the premier conferences in the iGaming industry. Held annually in Malta, it brings together top executives, investors and key players in the tech and gaming sector to showcase the latest innovations and trends.

In today's fast-paced digital landscape, success comes from making intelligent data-based decisions, especially in PR and marketing.

When customers need help, they usually want to speak to a human rather than a robot. In fact, as many as 75% of people would prefer to interact with a real person during customer support experiences.

Equipping your call center with the right software is crucial for meeting customer expectations. Staying ahead of the competition means embracing these technologies and leveraging their features to enhance service quality.

The World Travel Market London is one of the most influential travel events in the world. It brings together tourism professionals, government ministers and exhibitors from over 184 countries for three days of networking and insight sharing.

The global market for IVR systems is set to nearly double by 2030, as 81% of customers now prefer self-service over live agents—making multi-level IVR a must-have for businesses to handle rising call volumes and deliver fast, personalized support.

Let’s face it—more isn’t always better. In the world of contact centers or any tech platform, it's not just about stacking features on top of each other; it's about keeping things intuitive and user-friendly.

Text-to-Speech in IVR systems is helping contact centers operate more efficiently. Understanding the potential benefits for your business is the first step in adapting to the oncoming change.

The contact center landscape is undergoing a profound transformation, driven by the increasing role of data analytics and artificial intelligence (AI) in customer service. As companies shift from merely managing customer inquiries to harnessing advanced analytics, they uncover new revenue streams and stay competitive.