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In order to reach a  93% chance of converting a lead, it takes an agent about 6 attempts; meanwhile, 10 to 15 are the number of 2-minute calls one has to make within the span…

It goes without saying that any business wanting to stay competitive must maximize its technological capabilities. They must do this cost-effectively and, quite often, with minimal direct information technology (IT) experience. Unlike their…

A customer support center, or a contact center, is an official system set up to handle customer communication for an organization. A customer support center is made up of a team of…

A new study from Cloudreach and IDC entitled “Cloud Trends 2021” (registration required) surveyed more than 200 CIOs. Questions focused on the COVID-19 pandemic’s effect on the use of cloud computing and digital transformation.…

In telecommunications, interactive voice responses (IVR) is a system that allows customers to interact with a computer by either voice or “touch” tones generated via keypad input. IVR systems are often accompanied…