Articles

Contact centers used to involve rows of phones, long call queues, and little else. Today, they’ve evolved into complex, omnichannel hubs, handling calls, emails, live chats, social media messages, and even video interactions, often all at once.

The Info-communications Media Development Authority (IMDA) has officially granted Voiso Pte. Ltd. a Services-Based Operations (Individual) Licence under Section 5 of the Telecommunications Act 1999.

Raw call counts per agent often misrepresent actual workload and performance, as they ignore factors like case complexity, channel type, and resolution effort. High-performing contact centers move beyond volume metrics to track context-rich indicators, such as occupancy rate, contact load index, and first call resolution, to understand where pressure builds and why. With Voiso’s real-time analytics and AI-powered routing, teams can balance workloads intelligently, prevent burnout, and align agent output with quality, not just quantity.

Scaling a contact center isn’t just about adding more people to the phones or installing new software. It’s about creating a foundation that can grow with you, without losing the quality of service your customers expect.

Customer service is no longer just about answering calls and emails. Modern technology is quickly reshaping how businesses connect with their customers, and how customers expect to be treated. Digital transformation is at the heart of this change, turning traditional call centers into dynamic, omnichannel hubs powered by AI, cloud solutions, and automation.

If you’ve ever dealt with a customer service rep who instantly made you feel understood, even before solving your problem, you’ve probably experienced the power of emotional intelligence.

Every customer service rep knows that not every conversation starts with a smile. Some begin with a sigh, a raised voice, or a long list of complaints. But moments of tension aren’t just problems to solve; they’re opportunities to build loyalty, trust, and even turn critics into champions.

Every second counts when you’re running a call center. When agents are engaged and calls flow smoothly, you hit your performance goals and keep customers happy. But when agents are stuck waiting between calls, that momentum slows to a stop.

When people think about contact center software, they usually picture automation, long wait times, and generic scripts. But here’s the truth: behind every call or message is a person looking to be heard, helped, and respected.

If you're in sales, then you know that objections are inevitable. Every rep gets them, and while they might feel like walls blocking your deal, they’re actually doors, if you know how to open them.

Let’s be honest, your customers aren’t glued to their email inboxes—they’re on their phones. And not just scrolling; they’re texting, replying, and expecting fast, convenient interactions. That’s where business text messaging comes in.

In any call center environment, relying on gut instinct just isn’t enough. The shift toward data-driven performance management has made it possible to understand exactly how agents are performing, and where they need support.

In today’s business landscape, cloud-based communication tools go far beyond convenience into necessity. As teams go remote, customer expectations rise, and collaboration becomes more complex, organizations are rethinking how they connect, both internally and externally.

Virtual numbers are everywhere, from startups running global support lines to freelancers creating local presence in new markets. As cloud telephony grows and cross-border commerce becomes the norm, more businesses are jumping on board.

Call center occupancy rate reflects how much of an agent’s time is spent on live interactions and after-call work, but without context, it can mislead teams into overworking agents or misjudging productivity. High occupancy often signals burnout risk or broken processes, not efficiency, especially when wrap time, coaching, or blended channel work isn’t accurately captured. Voiso gives teams a deeper view by breaking down occupancy by intent, channel, and performance trends, turning a flat metric into a powerful operational signal.

After-Call Work (ACW) often goes unnoticed, but it consumes up to 12% of agent time, costing efficiency and hiding opportunities for improvement. Rushing ACW leads to compliance risks and poor documentation, while smart teams focus on structured notes, tool integrations, and mid-call tagging to maintain speed without sacrificing quality. Voiso streamlines wrap-up with AI-generated summaries, CRM sync, and a single-screen interface, helping contact centers recover time without losing context.

Virtual numbers have become a must-have for modern businesses. Whether you're running a remote team, scaling customer support, or expanding into new markets, a virtual number gives you the flexibility of a phone system without the physical limitations of one.

Virtual phone numbers have gone from niche tech to a must-have in both business and personal communication. Whether you're running a remote team, juggling clients across time zones, or just trying to keep your personal number private, virtual numbers are the way to go.

Running a business today looks a lot different than it did a decade ago. With remote work becoming the norm, global teams collaborating across time zones, and customers expecting instant communication, businesses are rethinking how they handle phone calls.

No matter the industry, communication sits at the heart of every successful business. It’s how you close deals, support customers, manage teams, and build relationships. But as technology evolves, the way we connect is changing, and fast.

In B2B sales, one-size-fits-all messaging is a fast track to being ignored. You’re not selling to a company, you’re selling to people, each with their own priorities, incentives, and pain points. A CFO doesn’t care about the same things as a Head of Customer Support. An IT lead won’t respond to the same pitch as a VP of Sales. The moment you treat these roles as interchangeable is the moment you lose their attention.

Phone numbers used to be tied to a SIM card and a specific carrier. But as businesses and communication needs evolved, especially with remote work, global expansion, and app-based everything, new number formats have started gaining traction.

Not too long ago, businesses relied heavily upon landlines and hardware-heavy phone systems to stay connected with customers. Setting up a new number often meant running cables, buying desk phones, and committing to long-term service contracts, whereas today, virtual phone numbers are taking over.

Switching to a VoIP system is one of the smartest moves a small business, remote team, or home office can make today. VoIP, or Voice over Internet Protocol, lets you make calls over the internet instead of traditional phone lines.