How to Know if a Natural Language IVR Is Worth the Cost

Natural language IVR can boost the agent and customer experience, but it comes at a cost. Here’s how to know if it’s right for you. Continue reading How to Know if a Natural Language IVR Is Worth the Cost

How to Decide Between a Power Dialer vs Predictive Dialer

When is the extra efficiency of a predictive dialer vs power dialer worth it? Learn about both types of auto dialers and when to use them. Continue reading How to Decide Between a Power Dialer vs Predictive Dialer

When Customers Adore Queue Callbacks (+3 Times They Don’t)

Your customers and agents will thank you for adding queue callback. Here’s why these virtual holds are a win-win for call centers. Continue reading When Customers Adore Queue Callbacks (+3 Times They Don’t)