Business success is often centered around the customer experience. Companies driving growth need to meet rising consumer expectations, engaging prospects and customers across all channels and at scale. Of course, …
What is a BPO Call Center? Everything You Need to Know Read More »
Working from home and flexible work arrangements had been steadily on the rise prior to 2020. But the disruption resulting from the COVID-19 pandemic thrust many call centers into a …
Starting & Maintaining a Productive and Profitable Virtual Call Center Read More »
Decision-makers for outbound contact centers look ahead to sharpen their competitive edge so they can thrive and grow. We’ve put together this summary of the most important industry trends that …
2024 Contact Center Trends: Adapt, Compete, and Scale Your Operation This Year Read More »
TCPA compliance and optimal performance go hand in hand these days. And with an increasing number of regulatory hoops to jump through, managing a successful and compliant outbound call center only gets …
The labor market has undergone a monumental shift over the past few years. Driven by the effects of the pandemic, many workers – and call centers – have gone remote. Attracting similar …
Renewing the Focus on Call Center Agent Engagement: 2024 Trends Read More »
In the lead gen and sales industry, efficiency is the name of the game. To keep pace in a competitive (and heavily regulated) environment, outbound contact centers need to make …
Managers Reach for Sales QA Software for Coaching and Compliance: 2024 Trends Read More »
For many businesses in the lead gen and outbound sales space, it can feel harder and harder to achieve profitability and sustain growth. Between persistent inflation, falling contact rates, and …
We live in a world of data. It’s estimated that every day, we create 328.77 million terabytes of data. (For reference, a 10-terabyte hard drive could hold the entire printed contents of the US Library of Congress.) …
As our connected devices have led us to communicate in ever more diverse ways, it’s become fairly standard for outbound call centers to utilize omnichannel solutions that meet consumers wherever …
“Scale without automation doesn’t exist.” That’s from Convoso’s CEO and Co-founder, Nima Hakimi. It’s a thought that neatly sums up why call center automation trends are so important in 2024: …
7 Call Center Automation Tools Shaping the Industry’s Future: 2024 Trends Read More »
Ask any contact center manager, and they’ll tell you: those dreaded Spam Likely labels and call blocking are taking a toll on outbound dialing success. As David Stodolak, President of …
Contact Centers Expand Reliance on Texts: 2024 SMS Marketing Trends Read More »
In 2024, Contact Center AI Software Will Mature—and Become Mandatory Artificial intelligence (AI) technology for call centers isn’t necessarily new. But in 2023, a view of AI-powered call center software’s …
How Call Center AI Solutions Are Revolutionizing Sales & Service in 2024 Read More »
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