Yesterday's clipboard is today's desktop PC, a user-friendly (we hope) screen designed to give the agent all available information about the customer, the product, and whatever information he or she ...

How To Set Up an IVR Call Flow to Maximize Containment Rate Your email has been sent Thoughtful IVR call flow design helps callers help themselves. Learn how to set up an intuitive caller journey and ...

How IVR Analytics Fixes Call Flow Issues and Frees Up Agents Your email has been sent Effective call center management relies on addressing inefficiencies — IVR analytics provide what you need to do ...

The pandemic taught us all how to work differently. This includes call centers, which have had to adapt to managing agents from afar. The change in the work environment requires new behavior, ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Analyzing the performance of your call center can allow you ...