Articles

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.

Contact centers use talk-to-listen ratio as a powerful indicator of conversation quality, customer understanding, and agent performance. This article explains how Voiso’s AI Speech Analytics tracks the ratio in real time, ties it to outcomes like First Contact Resolution and CSAT, and helps managers identify and coach agents toward more balanced, effective conversations. It also provides clear benchmarks by call type, common pitfalls to avoid, and actionable strategies for improving the ratio using Voiso’s tools like real-time dashboards and Flow Builder.

Sales reps spend 64% of their time on non-selling tasks like manually entering data and switching between tools during outreach. In other words, precious time that should be spent talking to leads instead of toggling tabs. That’s according to a 2023 report by McKinsey, which found that fragmented workflows are a top cause of lost sales momentum.

Call Answer Rate (CAR) is a crucial metric that shows how often calls are picked up, and in outbound campaigns, it can be as low as 2–10%, leading to lost revenue and wasted resources. Improving CAR requires addressing multiple factors such as caller ID reputation, call timing, contact list quality, and using tools like Voiso’s AMD and predictive dialers to ensure agents connect only with real people. Voiso’s platform provides AI-driven analytics, dynamic caller ID management, and omnichannel routing to help contact centers systematically raise answer rates and drive better business outcomes.

Everything starts with the right people. At Voiso, recruitment isn’t just about filling roles, it’s about building teams that will drive innovation, create impact, and shape the future of customer engagement.

Recognition means something different when it comes from your customers. In the G2 Winter 2026 Awards, Voiso was named a Leader or High Performer in more than forty reports, including categories like Speech Analytics, Auto Dialer, and Call Center Infrastructure.

Sales reps spend more time than they realize just jumping between tools. According to Harvard Business Review, constant context-switching adds up to five full weeks of lost productivity every year. For HubSpot users managing high volumes of outreach, every extra tab, copied number, or manual log entry cuts into time that should be spent actually selling.

Sales reps spend just 28% of their week actually selling, according to Salesforce’s State of Sales report. The rest is consumed by admin work like logging calls, updating records, or manually dialing phone numbers. It’s a daily drain on productivity that compounds across entire teams.

If there’s one thing I’ve learned in this business, it’s that not all partnerships are created equal. Everyone talks about collaboration, but real partnership is about alignment, not just association. It’s about finding a team that shares your values, amplifies your strengths, and helps you grow in the right direction.