Tailored Contact Center Solutions for Sales, Support, and Industry-Specific Needs

Average Hold Time (AHLDT) measures how long callers are placed on hold during live interactions and directly impacts customer satisfaction, operational efficiency, and brand perception. This guide breaks down the causes of long hold times, how to track AHLDT accurately, and actionable strategies to reduce it without sacrificing service quality. It also covers common mistakes to avoid, related metrics to monitor, and how tools like routing, training, and system integration contribute to faster, more effective calls.

Average Call Duration (ACD) measures only the talk time between agents and customers, making it a useful but often misunderstood diagnostic metric. The article shows how to interpret ACD in context, by segmenting it by call type, agent experience, or campaign and how to connect it with KPIs like CSAT and FCR for meaningful insights. It also offers practical strategies using Voiso’s tools to improve call outcomes without compromising quality or agent morale.

In customer success, the most valuable thing I’ve learned isn’t a tactic or a tool, it’s a mindset shift. Specifically: never treat two clients the same way, even if they’re using the same product.

One of the simplest yet most powerful ways to improve call experiences is through warm transfer calls. Unlike abrupt handoffs that force customers to repeat themselves or feel ignored, warm transfers create a smooth bridge between agents, ensuring context and key details follow the customer to the next point of contact.

Interactive Voice Response (IVR) systems have become an essential tool for insurance providers seeking to improve customer service, streamline operations, and reduce costs.

Delivering great customer service can be expensive, but it doesn’t have to drain your budget. Many businesses assume that saving money means cutting corners, but in reality, the smartest strategies help you reduce costs and improve the customer experience at the same time.

Reducing wait times isn’t just about speed; it’s about showing customers you value their time and earning their trust with every interaction. Done right, it can transform your contact center from a necessary touchpoint into a competitive advantage.

In customer success, the most valuable thing I’ve learned isn’t a tactic or a tool, it’s a mindset shift. Specifically: never treat two clients the same way, even if they’re using the same product.

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.

It’s easy to mix up customer service and customer experience; after all, both shape how customers feel about your business. But understanding the difference is crucial if you want to build loyalty and stand out in a crowded market.

We’ve all heard it: “Cold calling is dead,” “No one answers their phones,” or “It’s just spam.” The reality? Cold calling isn’t dead—it’s evolving. And for teams that master it, it remains one of the fastest, most direct ways to fill your calendar with quality appointments.

Predictive dialers are powerful tools for any business looking to scale outbound calls efficiently. But with that power comes a big question many businesses ask before hitting “start” on their campaigns: are predictive dialers even legal?

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.

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.

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.

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.

Exceptional customer service in the lending industry is much more than just a value-add; it’s essential for building trust, maintaining loyalty, and staying competitive in a market increasingly shaped by digital innovation.

Artificial intelligence (AI) is revolutionizing how businesses interact with their customers. By integrating intelligent tools and strategies into customer support, companies are enhancing experiences, improving efficiency, and redefining the standards of service.

Expanding your sales operations beyond borders is an exciting milestone for any business. But as I’ve seen time and again in my role as a Customer Success Manager, scaling internationally is far more complex than simply adding new markets or hiring remote reps. It’s not just about growth, it’s about maintaining consistency, efficiency, and customer experience across geographies, time zones, and cultures.

Reducing Average Handle Time (AHT) can significantly cut contact center costs, but optimizing it without sacrificing service quality requires a balanced approach. Accurate AHT tracking must include talk time, hold time, and after-call work across all channels, something Voiso’s platform enables through unified reporting and real-time analytics. By combining smart routing, AI-powered agent support, and performance metrics like CSAT and FCR, contact centers can improve efficiency without compromising the customer experience.

Most contact centers still track cost per call as a flat average, ignoring critical variables like call complexity, resolution effort, and agent tier, which leads to misleading conclusions and inefficient decisions. Real savings come from targeting hidden cost drivers like wasted agent time, repeated calls, and fragmented workflows, areas Voiso solves with AI-powered AMD, smart automation, and CRM-embedded operations. By shifting from cost-per-minute to cost-per-resolution and leveraging tools like SMS follow-ups and omnichannel dashboards, high-performing teams reduce costs without sacrificing quality or customer satisfaction.