flow
-
Blog
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…
Read More » -
Blog
The impact of the IT skills shortage on business – and what the sector is doing to stem the flow
Skills shortages have always been an issue in the IT sector, and the problem shows no sign of decreasing anytime soon. Analyst firm IDC predicts that by 2026, over 90% of organizations will feel the pain of the IT skills crisis. The growing demand for IT skills (according to analysts at Gartner, 79% of CIOs and senior IT leaders plan…
Read More »