The traditional call flow concept doesn't do justice to the modern customer experience. Whenever you go through a period of transition, it's a very definite closing of a certain chapter of your life.

Healthcare call centers perform vital functions such as connecting patients to caregivers and managing scheduling, billing, and triage requests. Despite playing such a crucial role, the call center is ...

How To Set Up an IVR Call Flow to Maximize Containment Rate Your email has been sent Thoughtful IVR call flow design helps callers help themselves. Learn how to set up an intuitive caller journey and ...

Managers who over-focus on particular call center metrics are missing the full picture — and probably driving their employees to quit. Most modern software is going to report the typical call center ...