Articles

If your contact center still feels like a tangle of spreadsheets, disconnected phone lines, and stressed-out agents toggling between tabs, it’s time for an upgrade.

The first few seconds of a customer call can shape their entire experience. They don’t want to be stuck in an endless maze of “press 1 for this, press 2 for that,” only to end up waiting on hold indefinitely.

Average Speed of Answer (ASA) tracks how long callers wait in the queue before speaking to an agent, but it fails to reflect customer frustration, intent, or pre-queue experience. Chasing low ASA without context can mislead teams into prioritizing speed over satisfaction, especially when it’s not paired with metrics like FCR, CSAT, and abandonment. Voiso transforms ASA into a real-time CX signal by segmenting queues, highlighting urgency, and enabling proactive routing and staffing decisions that reduce both actual and perceived wait times.

In the sales world, making the right call at the right time is everything. Predictive dialers have become a game changer, helping teams connect with more prospects while cutting down on downtime and busy signals.

Running a small business means juggling a million things at once, and customer service is one area you can’t afford to let slip.

For healthcare providers, the right contact center software isn’t just a tool; it’s a way to deliver better patient experiences while keeping teams organized and reducing manual workloads.

If you’ve ever tried juggling last-minute booking requests, handling flight cancellations, and reassuring a stressed-out traveller all at the same time, you know running a travel agency is no easy feat.

Picking the right inbound call center software can be overwhelming, especially with so many options on the market. You know you need something that can handle customer calls efficiently without dropping the ball, but how do you know where to start looking?

Recruiting has become a fast-paced game where candidates expect quick, personalized replies. Making candidates wait days for a call back is a surefire way to lose out on top talent.

Many customers understand the frustration of calling a company’s support line, then switching to live chat, and later sending them a message on WhatsApp, only to find themselves explaining their issue from scratch each time. An omnichannel contact center fixes this.

Every day, call centers juggle hundreds or even thousands of customer calls, and how well they handle that flow can make or break the customer experience.

Call abandonment affects up to 27% of inbound calls and poses a serious threat to revenue, retention, and customer trust, especially when customers don’t call back. The root causes often lie within the contact center itself: long wait times, misaligned staffing, clunky IVRs, and limited channel options. Voiso’s platform addresses these issues with real-time dashboards, AI-driven routing, and smart callback systems that proactively reduce abandonment and recover lost customer experiences.

Running a call center in 2025 isn’t just about picking up the phone anymore. Customers expect fast, frictionless support wherever they are, and your team needs tools that help them deliver that.

Some companies instantly get you to the right person when you call, while others leave you bouncing between departments; that’s the power of smart call routing in action. Think of it as your business’s digital traffic controller, making sure every call lands with the right person quickly and efficiently.

Handling tough customer issues is one of the biggest challenges for any contact center. Few situations put your systems and teams to the test like deciding when and how to escalate a problem.

Customer expectations are higher than ever, and keeping up can feel overwhelming; especially if you’re stuck with clunky, outdated systems that can’t keep pace with change.

Computer Telephony Integration, or CTI, is a game-changer: it brings together voice calls and digital data to create a seamless experience for both customers and agents.

If you run a contact center, you know that one of the biggest challenges is productivity loss that quietly eats away at your team’s time and your resources.

First Call Resolution (FCR) is a vital contact center metric that directly influences customer satisfaction, loyalty, and operational efficiency. Measuring it accurately requires aligning systems, feedback, and AI-powered tools to track resolution across all channels. By removing workflow friction, empowering agents, and leveraging Voiso’s automation and analytics features, companies can boost FCR rates and reduce costs while enhancing the customer experience.

Conversational AI isn’t just a tech trend, it’s transforming the way businesses connect with customers, making every interaction faster, more personal, and more efficient than ever before.

Outbound calling strategies have evolved significantly, and automated dialing technology is playing a vital role in modern call centers.

Automated dialing systems have revolutionized outbound calling, helping businesses connect with more leads in less time. Power Dialers and Predictive Dialers are two popular technologies used to optimize call center operations, but each serves unique needs.

A Business Process Outsourcing (BPO) call center is a third-party service provider that manages customer communications, such as handling incoming and outgoing calls, on behalf of other businesses. It essentially provides outsourced customer service for businesses that lack the internal resources or infrastructure to manage customer care effectively.

When people ask me what it’s like working in HR at a fast-growing, global tech company, I often tell them: imagine trying to build a house during an earthquake, while your team is in five different countries, using different kinds of bricks, and one person just fell asleep because it’s midnight in their time zone.