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November 24, 2024
Explore the key roles of ANI and DNIS in telecommunication: ensure accurate call routing, streamline operations, and enhance customer experience.
November 15, 2024
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.
October 31, 2024
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 […]
October 18, 2024
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.
September 27, 2022
The call center industry is fast-paced, highly competitive and dependent upon efficiency. Every second wasted on an unanswered call translates to lost time, money and productivity.
May 11, 2021
Contact centers are at the forefront of business-customer interactions, for both customer service and outbound sales. They’re instrumental in building the brand’s reputation, and improving customer loyalty and retention.