Ani Mazanashvili

Call quality impacts more than just agent scorecards, it directly affects customer satisfaction, retention, and revenue. Traditional scoring models often fail to reflect real performance, while AI-driven analytics offer deeper insight into sentiment, resolution success, and compliance. Businesses that embrace real-time coaching and smarter scoring not only reduce repeat calls but also turn every conversation into a competitive advantage.

Revenue Per Call (RPC) is a key metric that measures the income generated per customer interaction, offering a clear view of how effectively contact centers turn conversations into revenue. High RPC is driven by strong conversion rates, upsells, deal size, and efficient call handling, especially when powered by AI tools for real-time analytics, sentiment detection, and lead scoring. By optimizing agent scripts, targeting high-intent leads, and leveraging automation, businesses can significantly increase RPC without increasing call volume.

Lead response time is one of the most powerful drivers of sales performance, responding within 5 minutes can increase conversion rates by up to 100x compared to a 30-minute delay. Despite this, many businesses rely on manual workflows and average response times over 42 hours, leading to missed revenue and eroded trust. By automating lead routing, enabling mobile access, and using AI tools like Voiso’s speech analytics and SMS follow-ups, contact centers can respond instantly and convert more leads, faster.

In the early days of outbound calling, the promise of predictive dialing transformed how businesses reached customers. Yet, this innovation introduced a problem that continues to haunt the industry: nuisance calls, when a customer answers, but no agent is available to speak with them. The result? Frustration, wasted time, and eroded trust. Nuisance calls don’t […]

Call centers with high volumes of calls can be highly stressful environments for agents. In fact, 87% of agents report high stress levels, and over 50% face daily burnout, sleep issues, and emotional exhaustion. This is what drives turnover rates as high as 30%, with each replacement costing organizations around $10,000. Addressing burnout means getting […]

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.

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.

Explore the essential features of modern ACD systems that optimize workflows, boost productivity, and improve customer experiences.

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

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.

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 […]

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.