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Contact Center Articles

We are proud to offer the most extensive library of articles and content in our industry. Our in-depth coverage of relevant business topics provide you with support, education and information that will help you excel in your business.

Interested in contributing Articles & Papers? Submit Them Online Here


Showing 1 to 15 of 2645 Articles


How AI Enhances VoIP Call Experience
Servion predicts that, by 2025, AI will power 95% of all customer interactions, and we cannot deny the possibility of looking at the rapid growth of Artificial Intelligence.
us flag - Published: February 28, 2024
Changing the Talent Game for Call Centers by Eliminating the Interview Process
Can an agent be hired for a call center role without an interview, and still provide good service? Spoiler alert, yes they can! In fact, one global call center study revealed that agents hired without an interview were selling 10% more! Read on to get the full story.
uk flag - Published: February 23, 2024
Navigating the Terrain of IT Outsourcing: Opportunities and Cautions
The role of IT outsourcing in the software development sector has significantly evolved. It's no longer just a fleeting trend but a strategic approach many companies adopt to address challenges like IT workforce shortages, lack of expertise, budget limitations, and pressing deadlines.
Author: Alex Irvin, Porat
israel flag - Published: February 14, 2024
How AI Helps in VoIP Fraud Detection and Prevention
Discover the significance of artificial intelligence as an essential weapon in combating and safeguarding VoIP networks.
us flag - Published: February 12, 2024
Navigating Cross-Border Challenges in Global Outsourcing
Venturing into international markets is an exciting but challenging prospect for BPO companies. Focusing on cultural intelligence, compliance, and tapping into the local market can help organizations segue successfully.
us flag - Published: February 9, 2024
What Happened When This Company Replaced Humans With Technology
Are your customers ready for a customer experience delivered by technology instead of humans? This story might have you rethinking that.
canada flag - Published: January 8, 2024
Unwrapping Success across the Holiday Season through CX
The holiday shopping season is lucrative for retailers, with sales in the UK set to reach almost £85 billion during the period in 2023 alone.
uk flag - Published: December 22, 2023
Manage Your Workforce in Real Time. Automatically.
What do you do when actual demand for customer engagement during the day is quite different from the forecast, perhaps radically different? Unique in the industry, Sytel Real-Time Automation (SRA) addresses this challenge by simply automating the task of connecting agents to customers, optimising all SLAs and agent allocations, without human intervention.
uk flag - Published: November 28, 2023
The Great AI Paradox for Contact Centre Agents
Artificial Intelligence is on the rise and yet, believe it or not, tomorrow’s contact centre will need more—not fewer—agents. Dave Hoekstra, Product Evangelist, at Calabrio explains why and shares their top tips to activate the agent of the future.
uk flag - Published: November 17, 2023
Difference Between A Standalone SoftSwitch And A Distributed Softswitch Architecture
A SoftSwitch, as its name suggests, is a software-based solution that utilizes hardware that is common in the business. In Voice over IP (VoIP) networks, a SoftSwitch offers call control intelligence for initiating, maintaining, routing, and terminating sessions.
us flag - Published: November 1, 2023
5 Customer Service Expectations You Absolutely Must Meet
If you’re not providing an exceptional customer experience and consistently meeting customer expectations, it’s likely you’re losing customers to competitors.
us flag - Published: October 30, 2023
What is WebRTC and How Does It Work?
WebRTC allows developers to create web applications that support real-time communications. Learn more about this open-source VoIP technology.
us flag - Published: October 27, 2023
Global Research Reveals 3 Ways to Make UK Agents More Impactful
Hybrid working and Artificial Intelligence (AI) are revolutionising the role of the agent worldwide but UK contact centres believe it takes more than technical training to build a highly effective team.
uk flag - Published: October 25, 2023
Why AHTs Still Matter and 5 Ways to Improve Them
Average handle time is an important contact centre metric but it can be a double-edged sword that creates customer dissatisfaction. It’s important to strike the balance between speed and personalised service delivery.
uk flag - Published: October 18, 2023
Top Reasons to Buy a BPO Call Center
Why should you consider buying a BPO Call Center? We discuss several reasons why BPO Call Centers are being purchased around the world.
us flag - Published: October 11, 2023

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