Dialers are the unsung heroes of call center productivity. They keep everything moving at an efficient pace, and ensure agents aren’t wasting time on manual dialing or missed calls. But not every dialer is created equally.

It’s no secret that digital transformation has forever changed the way businesses operate. And customer service isn’t immune – customer expectations change like the weather, and it’s up to businesses to provide solutions that are as agile as their customers.

Interactive Voice Response (IVR) is pivotal to call center success, particularly for inbound communications like customer service. It keeps calls organized, directing customers to the right person or department with ease.

The main goal of contact center technology is to help a business deliver top-tier customer service. This is easier said than done, as managers need to juggle cross-channel communications, customer data, operational efficiency, agent performance and customer satisfaction.

Setting up a call center is easy in theory: buy the equipment, hire the staff and you’re good to go. But how do you know what type of call center your business needs?

Managing call centers in 2024 isn’t easy: everything from satisfying customer demands to maintaining high levels of productivity make them challenging places to work. But one of the more difficult hurdles to overcome is regulatory compliance.