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How to Set Up a Virtual Call Center the Right (& Easy) Way
Setting up a virtual call center is easier and faster than you might think. A lot of people waste too much time trying to plan every detail to perfection. But the best approach is to jump in and learn by doing. This guide explains how to set up a virtual call center in just four steps (or three if you…
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You Can Now Call ChatGPT on the Phone, for Some Reason
ChatGPT has changed quite a bit since its late 2022 debut. What started as a web app chatbot has exploded into an AI you can have a real conversation with. The bot can even see now. But even though you have your choice between that original web app or the app on your phone or computer, ChatGPT is now ready…
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You can now call 1-800-ChatGPT — here’s everything to know
The “12 Days of OpenAI” has given us several new updates to ChatGPT, but today’s announcement felt like an entirely different gift completely. Today, OpenAI introduced a new feature allowing users to access ChatGPT via phone calls and text messages. By dialing 1-800-CHATGPT (1-800-242-8478), U.S. users can engage in voice conversations with the AI, receiving up to 15 minutes of…
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WhatsApp Now Lets You Call Select Members of a Group Chat
WhatsApp is indisputably the most popular messaging app in the world. Chances are you use it to message friends and family around the world, and while the majority of communications are likely texts, you probably use the app for audio and video calls, too. (WhatsApp says two billion calls are made on the app every day.) The next time you…
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How IVR Analytics Fixes Call Flow Issues and Frees Up Agents
Interactive Voice Response (IVR) analytics is a practical approach to interpreting the data collected through IVR systems. It’s a tool that provides businesses with insights into customer interactions, preferences, and system performance. IVR analytics helps companies understand patterns and trends in customer behavior. It helps them identify inefficient call flows and customer service bottlenecks. Companies that use IVR analytics well…
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How to Write a Call Center Business Plan in 7 Steps
Writing a call center business plan helps you stay organized and forces you to think through your business model, financials, and company structure. You’ll find boilerplate business plan templates and information just about anywhere. Fit Small Business has a great guide to help you get started with the basics. To keep things short and sweet, I’m going to focus on…
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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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