Choosing the right software for your call center can be a daunting task, especially with so many features to consider. If your call center is in a highly regulated industry, or if you need to know how …
Call Recording
As a call center manager, you're always looking for ways to improve your center's performance and also comply with client and regulatory requirements. One tool that can make a significant difference …
Cold Transfer
As the person responsible for choosing a call center software provider, you have a vital role in ensuring the smooth operation and success of your company's call center. One feature you need to be …
Warm Transfer
One essential feature of call center software is the ability to transfer calls between agents. One specific type of transfer is called a "warm transfer". In this article, we discuss the benefits of …
“Unknown Caller” vs. “No Caller ID”: Understanding Telco Terms
For call center professionals (especially those involved in outbound dialing campaigns), it's important to understand the different terms and features associated with caller ID. We'll explore the …
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MOS Scores
A "MOS" score refers to a "Mean Opinion Score", and is a call center term that refers to a scoring system that is used to measure the quality of a voice communication (such as a phone call between a …