Call Center

The objective of automated greetings is to facilitate the call flow by creating a welcome message that can be played […]

Power dialer is a software application that automatically dials and attempts to reach a sales lead in order to relay

Activity codes help the contact center determine how to handle the call. There are many ways to classify a call:

What is Silent Monitoring? Silent monitoring is a new feature of most of today’s call center software. It allows the

Lost calls are abandoned call – these are all calls that never progress beyond the initial greeting. This can be

Invisible Queue is a technology that helps the voice agents to manage their time. The agent presses a button to

Envelope scheduling is a contact center scheduling methodology that addresses the fact that call volume changes over time. Most contact

In contact center terminology, a call detail record (CDR) refers to the collection of information about a specific call to