Agent Idle Time
Though call center managers are always looking for ways to maximize the efficiency and productivity ...
A Complete Guide to Omnichannel Contact Center
It’s no secret that today’s consumers want to interact with brands they are dealing with through...
Top 10 Outbound Call Center Metrics Your Call Center Should Measure
When running an outbound call center, consistently improving the performance of your outbound callin...
Auto Dialer vs. Predictive Dialer: Which one is Right for Your Business?
When it comes to running outbound calling campaigns, automation can make all the difference. By auto...
Hosted Dialer
What is a Hosted Dialer? A hosted dialer, also known as a cloud-hosted dialer or a cloud-based auto ...
Predictive Dialer
What is a Predictive Dialer? A predictive dialer is a type of auto dialer designed to automate the d...
Call Answer Rate: Everything You Need to Know
What is Call Answer Rate? Call Answer Rate (CAR) is a call center metric that shows the percentage o...
Local Presence Dialing
A low call answer rate is a common challenge for outbound call centers. While that may occur due to ...
Maximizing the Power of WebRTC in Cloud Contact Centers
WebRTC has been around for over a decade now, and it has already been widely adopted by the majority...
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