Keeping up with the latest technology is essential to running an efficient contact center. AI solutions are becoming more predominant in recent years. These are some of the top trends contact centers will see in 2022.
How To Avoid Flagged Calls and Call Blocking in Outbound Dialing
Outbound dialing campaigns are noticing an increase in flagged calls. Phone numbers can get flagged for a variety of reasons. However, using proper dialing practices can help ensure that your caller IDs stay clean from flags.
Why Does My Campaign Have a High Abandon Rate
Abandon rate is a key KPI metric for outbound dialing. If your contact center is experiencing high abandon rates, finding an appropriate solution is essential. These are 4 tips to help reduce your abandon rate.
People Hate the Wait: The Importance of Call Queuing in Inbound Call Centers
Call queuing is an essential feature for inbound call centers. Reducing call queue times is the ultimate goal of any call center. First you must analyze the causes of high wait times then employ the proper technology to reduce these.
The TRACED Act: Robocall Litigation Changing Call Centers
The FCC has passed recent regulations targeting robocallers. However some of these regulations could impact how legitimate call centers operate in the future. Call center managers should be familiar with the TRACED Act and DART Act.
Inbound KPI Metrics to Monitor for Operational Efficiency
KPI metrics are a good way to track what’s going on in your call center. These are some of the inbound KPI metrics that can provide insight into how your agents, campaigns and overall operations are running.
