Transforming Your Contact Center for Optimal Performance

For years, contact centers have been evaluated primarily on efficiency metrics like handle time, occupancy, service levels. Meanwhile, those same teams influence deals closed, accounts retained, and renewals secured, but those outcomes rarely show up in performance reporting. The issue isn't effort. It's measurement design. When performance tracking focuses on efficiency alone, revenue contribution becomes invisible.

Businesses that connect phone calls to CRM records outperform those that don't. When call activity lives outside the CRM, reps lose context, managers can't see what's happening, and follow-ups get missed.

According to Invoca's 2023 Call Tracking Report, nearly half of marketers can't connect inbound calls to specific campaigns or channels. Meanwhile, those calls convert 10-15x better than web leads. That disconnect doesn't just mess up your reports. It warps budget decisions, sales strategy, and revenue forecasts.

Repeat Contact Rate (RCR) reveals systemic failures across support, product, and operations, not just agent missteps and is a leading indicator of operational risk and cost leakage. The article breaks down how to accurately measure, interpret, and reduce RCR using frameworks for durable resolution, system design, and leadership-level governance. It also shows how platforms like Voiso enable scalable, cross-channel resolution by unifying context, surfacing root causes, and preventing repeat behavior before it starts.

When inbound calls spike, even a few seconds of delay can cost deals. According to HubSpot’s own benchmark data, 82% of consumers expect an immediate response to sales or service inquiries made by phone. For contact center teams using HubSpot, meeting that expectation depends entirely on how intelligently calls are routed. And here’s the problem: HubSpot doesn’t route voice calls natively.

Customer Effort Score (CES) is a more reliable predictor of loyalty and churn than CSAT or NPS because it tracks friction, not just sentiment. This article breaks down how to measure CES correctly, interpret it meaningfully, and act on it using tools like Voiso’s Flow Builder, AI analytics, and omnichannel integrations. Readers get a practical playbook for identifying high-effort moments and reducing them to improve retention while lowering support costs.

Great customer service depends on offering multiple ways to communicate. Still, when things get complicated, 76% of consumers prefer to pick up the phone, according to Zendesk. When the issue is urgent, emotional, or high-stakes, chatbots and email threads simply don’t cut it. People want clarity, empathy, and real-time problem-solving, and voice conversations can handle nuance, emotion, and urgency far better than any asynchronous channel.

Sales teams that use a CRM see up to 29% more revenue than those that don’t (Salesforce, 2023). However, that’s only true if the CRM is fully integrated with the tools reps actually use, like voice calling. Without phone integration, sales managers lose visibility, reps waste time manually logging calls, and customer conversations vanish without context.

Leads contacted within 5 minutes are 100x more likely to connect than those followed up with after 30 minutes, according to the Lead Response Management Study by MIT. Speed matters — and click-to-call helps reps act instantly.

Call disposition accuracy determines how precisely agents label the outcome of a call, directly influencing follow-up actions, CRM data integrity, and performance metrics. Inaccurate tagging creates broken workflows, missed opportunities, and misleading reports that affect everything from sales forecasting to customer experience. To improve accuracy, high-performing teams use strategies like simplifying disposition lists, leveraging speech analytics, and automating routine tags to ensure every call is categorized with intent and clarity.

Silence Ratio and Overlap Time are two overlooked but critical metrics that help contact centers assess the real quality of their conversations. High silence often signals hesitation or friction in workflows, while excessive overlap reveals poor listening or pressure-driven interruptions, both of which impact customer satisfaction and resolution efficiency. By tracking and interpreting these patterns at scale, teams can identify specific coaching needs, streamline call handling, and ultimately improve both agent performance and the customer experience.

Contact centers use talk-to-listen ratio as a powerful indicator of conversation quality, customer understanding, and agent performance. This article explains how Voiso’s AI Speech Analytics tracks the ratio in real time, ties it to outcomes like First Contact Resolution and CSAT, and helps managers identify and coach agents toward more balanced, effective conversations. It also provides clear benchmarks by call type, common pitfalls to avoid, and actionable strategies for improving the ratio using Voiso’s tools like real-time dashboards and Flow Builder.

Sales reps spend 64% of their time on non-selling tasks like manually entering data and switching between tools during outreach. In other words, precious time that should be spent talking to leads instead of toggling tabs. That’s according to a 2023 report by McKinsey, which found that fragmented workflows are a top cause of lost sales momentum.

Call Answer Rate (CAR) is a crucial metric that shows how often calls are picked up, and in outbound campaigns, it can be as low as 2–10%, leading to lost revenue and wasted resources. Improving CAR requires addressing multiple factors such as caller ID reputation, call timing, contact list quality, and using tools like Voiso’s AMD and predictive dialers to ensure agents connect only with real people. Voiso’s platform provides AI-driven analytics, dynamic caller ID management, and omnichannel routing to help contact centers systematically raise answer rates and drive better business outcomes.

Sales reps spend more time than they realize just jumping between tools. According to Harvard Business Review, constant context-switching adds up to five full weeks of lost productivity every year. For HubSpot users managing high volumes of outreach, every extra tab, copied number, or manual log entry cuts into time that should be spent actually selling.

Sales reps spend just 28% of their week actually selling, according to Salesforce’s State of Sales report. The rest is consumed by admin work like logging calls, updating records, or manually dialing phone numbers. It’s a daily drain on productivity that compounds across entire teams.

Average Talk Time (ATT) is often misunderstood and misused in contact centers. This article shows how to interpret ATT correctly, differentiate it from AHT, and use it as a diagnostic tool, not a performance score. It offers practical strategies to optimize talk time through intelligent routing, real-time agent support, and AI-powered insights, while tying ATT to broader metrics like CSAT and FCR.

In the world of customer engagement, recognition is more than a badge, it’s a signal of trust, momentum, and market readiness. That’s why Voiso’s recognition as a Leader in Mid-Market Speech Analytics in Asia in the G2 Fall 2025 Report carries such weight.

Zoho CRM is one of the most versatile customer relationship management platforms on the market, trusted by businesses to manage leads, track sales, and nurture customer relationships. But while Zoho CRM is powerful on its own, its true value is unlocked through integrations.

Salesforce is the world’s leading CRM platform, trusted by businesses of all sizes to manage sales pipelines, customer relationships, and service operations. But while Salesforce is powerful out of the box, its true potential comes alive through integrations.

HubSpot has become the go-to CRM platform for businesses looking to manage their sales, marketing, and customer relationships all in one place. But while HubSpot is powerful on its own, its true potential is unlocked through integrations.

From solo entrepreneurs to enterprise teams, organizations of every size are looking for ways to connect their favorite tools, cut down on manual work, and get more done in less time. Zapier makes that possible by linking over 7,000 apps into seamless workflows that run automatically.

Chatbots have evolved from novelty features into powerful tools that shape how businesses interact with customers and manage operations at scale.

Transfer rate isn’t just a metric, it’s a reflection of how well your contact center routes intent and preserves context across handoffs. High transfer rates usually signal upstream issues like vague IVRs, poor tagging, or lack of resolution ownership, not complex customer problems. Voiso tackles this by using predictive routing, transparent dashboards, and agent-side tools that reduce repeat explanations and turn transfers into seamless, trust-building moments.