Articles

Support agents can handle an average of 50–70 tickets per day, and even a few seconds lost per interaction adds up quickly. According to Gartner, manual dialing can cost teams over 1 hour of productivity per agent each day — time that could be spent resolving tickets, not toggling between systems.

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.

Support teams lose up to 20% of their time switching between systems and manually dialing calls — according to a Zendesk Benchmark report. For high-volume teams, that time translates into thousands of unresolved tickets and slower first response times.

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.

Everything starts with the right people. At Voiso, recruitment isn’t just about filling roles, it’s about building teams that will drive innovation, create impact, and shape the future of customer engagement.

Recognition means something different when it comes from your customers. In the G2 Winter 2026 Awards, Voiso was named a Leader or High Performer in more than forty reports, including categories like Speech Analytics, Auto Dialer, and Call Center Infrastructure.

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.

If there’s one thing I’ve learned in this business, it’s that not all partnerships are created equal. Everyone talks about collaboration, but real partnership is about alignment, not just association. It’s about finding a team that shares your values, amplifies your strengths, and helps you grow in the right direction.

Recognition from users matters most, and in the G2 Winter 2026 Awards, Voiso was named a Leader or High Performer in over 40 reports, including Speech Analytics, Auto Dialer, and Call Center Infrastructure.

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.

In today’s contact centers, data is everywhere. Every customer interaction, every call, every pause and tone holds valuable clues about performance, satisfaction, and brand perception. Yet despite having access to more insights than ever before, many organizations find themselves stuck — surrounded by dashboards, but starved for direction.

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.

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.

At Voiso, we believe the best partnerships go far beyond technology integration. Our collaboration with Mercatus Outsourcing, a leader in business process outsourcing and customer experience solutions, exemplifies how shared vision and innovation can create lasting value for both partners and the clients they empower across the EMEA region.

At Voiso, every new hire marks the beginning of a story, one that starts long before the first day on the job. Recruiting isn’t just a process for us; it’s where our culture takes shape and where our future growth begins. Every candidate conversation reflects who we are and what we value: transparency, collaboration, and human connection.

From global enterprises to Mittelstand companies, organizations are investing in Contact Center as a Service (CCaaS) platforms to streamline communication, boost efficiency, and deliver seamless omnichannel experiences.

Today’s leading solutions go far beyond basic telephony. They enable seamless omnichannel communication — across voice, chat, email, and social platforms — while empowering agents with AI-driven tools, real-time analytics, and CRM integration. For UK businesses, these capabilities improve customer satisfaction and ensure compliance with stringent data protection and privacy standards such as UK GDPR.