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.
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.
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.
IVRs can be powerful tools to help improve your customers’ experience in your contact center. However, using out of date or poorly configured software can ruin a frustrate customers and cause your containment rate to rise.
The STIR/SHAKEN technology aims to protect consumers from the onslaught of robocallers. However, this technology has also hampered some businesses in the contact center space. These are some of the side effects of STIR/SHAKEN.
Preparation is key in any telemarketing campaign. When organizing a B2B telemarketing campaign, agents might need additional training. Contacting industry professionals in a B2B campaign can be more challenging than traditional telemarketing.