Imagine a call center where the agents must talk to approximately 20 customers in order to make just one sale. Also, a high percentage of those telephone numbers provided would result in ‘no contacts.’ In order to cover the payroll, operating costs and to achieve profits, the company knew that each agent must close a […]

Manual dialing used to be the standard. Salespeople, managers, and call center reps would break out their list of phone numbers and dial them one digit at a time, wait for someone to answer, and move on to the next phone number. This process would be repeated ad infinitum. That all changed when predictive dialers […]

Automatic Call Distribution (ACD) call center software is one of the core components of a well-oiled call center. Of all the tools call centers use to control the flow of outbound and inbound calls, ACD call center software is the central technology that helps lower average call center queue time. And this is crucial for […]

Cloud technology has revolutionized every aspect of modern business and contact centers are no exception. While many businesses still rely on outdated, expensive to maintain hardware dialers, their competitors are quickly gaining market share by adopting modern contact center solutions. Why is that? Because, according to a Price Waterhouse Coopers report, “59% [of customers] will […]

Technology purchases are always weighty decisions. Buying a cloud-based contact center solution is no exception. While cloud-based services, including the well-known SaaS and IaaS, can save time, money, and effort, you probably want some guarantees. You, after all, need a platform that enhances productivity, increases efficiency, and cuts down on operational expenses. To make the […]

With the electoral season in full swing, people hesitate to answer a call from an unknown number. Will they be asked for an opinion? Prompted to take a survey? Solicited for a donation? This is just one of many scenarios that consumers take to the Federal Communications Commission (FCC) and the umbrella of the Telephone […]

When the Telephone Consumer Protection Act (TCPA) was passed in 1991, the goal was to protect consumers’ landlines from repeat calls from telemarketers and automated systems. Landlines have more or less gone extinct over the course of the past two decades, requiring the Federal Communications Commission (FCC) to update the TCPA accordingly. As calling technology […]