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The FTC says spam call complaints are way down since 2021
Complaints about unwanted telemarketing calls have dropped for the third straight year, the Federal Trade Commission announced yesterday. Reports of such calls have fallen by over 50 percent versus 2021, according to the FTC — a decline that could be thanks in no small part to stepped-up government efforts to fight irritating telemarketing and phone scams. There were about 33,000…
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FTC reports 50% drop in unwanted call complaints since 2021
On Friday, the U.S. Federal Trade Commission (FTC) reported that the number of consumer complaints about unwanted telemarketing phone calls has dropped over 50% since 2021, continuing a trend that started three years ago. This year, the FTC has received 1.1 million reports regarding robocalls, down from 1.2 million one year before 2023 and from more than 3.4 million in 2021. According…
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Signal introduces convenient “call links” for private group chats
The Signal messenger application has announced a set of new features aimed at making private group chats more convenient and easier for people to join. The highlight feature announced is “call links,” which allow users to create and share links with other Signal users without needing to create a group chat. The links can be created from the new “calls”…
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How To Setup an IVR Call Flow to Maximize Containment Rate
For businesses using Interactive Voice Response (IVR) systems, a well-designed call flow is essential to streamline customer journeys and optimize self-service options. When crafted strategically, IVR call flows empower customers to resolve common issues independently, ensuring that human agents can focus on complex or high-priority cases. Optimizing IVR call flow is an ongoing process, as customer needs and company capabilities…
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How to Test a Call Center Integration Before Buying Seats
Integrating business software with your call center is essential, but it’s rarely easy. Vendors, of course, are going to sugarcoat the hurdles and advertise a call center integration that works off the shelf. Some are more open about the difficulties, but either way, you need to do your due diligence before making any drastic changes. I’ll walk you through every…
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6 Ways to Automate Key Elements of a Call Center Workflow
Most steps in a call center workflow are repeated thousands of times each day. That means any step you can eliminate or automate will translate into a huge productivity gain. In this post, we’ll cover a number of different strategies for automating elements of your call center workflow. Some methods involve new technology, others involve making more with what you…
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Will DECT Devices Work In A Call Center? Yes, With Limits
Digital Enhanced Cordless Telecommunications (DECT) is a standard used for creating wireless voice communication systems. The most common examples of DECT devices include cordless phones and wireless headsets, though the technology is also used in devices like baby monitors and remote controls. DECT communications are used in call centers, hospitals, job sites, and other workplaces where wired communication isn’t feasible.…
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5 Key Call Center Software Features + How to Judge Them
Many call center software features have no major impact on performance. Only a select few capabilities separate top vendors from the rest, and those are the ones to focus on. In this guide, we’ll break down the five essential features that define effective call center software — covering everything from must-have communication tools to analytics that drive real insights. We’ll…
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Google Explains How It Improved Meet Call Quality
Google recently revealed how it created Google Meet’s Adaptive Audio feature, which attempts to reduce echo and other audio issues when several call participants are in the same physical room. Google Meet and its Adaptive Audio feature was developed in response to the surge in remote and hybrid work during the COVID-19 pandemic. The rise in virtual business meetings meant…
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Yes, You Can Trace a VoIP Call
Traditional phone calls are easy to trace since they’re done through established carriers. Phone companies manage the physical phone lines and can trace the origin of each call. When you want to trace a VoIP call, it can get a lot more difficult. VoIP stands for Voice over Internet Protocol, and refers to the technology that lets people make phone…
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