What is Call Routing? Call routing is a telephony feature that directs incoming calls to specific destinations or endpoints based on pre-established rules and criteria. It acts as a virtual receptionist, ensuring that calls are efficiently connected to the most...
Understanding Escalation Procedures: A Comprehensive Guide In any organizational setting, conflicts and challenges are inevitable. Whether it’s a customer service issue, a technical glitch, or an internal dispute, having a structured system for resolving these...
What is Interactive Voice Response (IVR)? Interactive Voice Response, commonly known as IVR, is a technology that allows humans to interact with a computer system through voice and DTMF tones input via a keypad. It’s like having an automated receptionist that...
What is Agent Training? Agent training encompasses all the processes involved in onboarding and equipping customer service agents with the necessary skills and knowledge to excel in their roles. It involves a comprehensive approach to developing agents who can...
Understanding Performance Metrics: A Foundation for Success In the dynamic realm of business, comprehending and utilizing performance metrics is crucial for gauging success, pinpointing areas for improvement, and making informed decisions. Performance metrics provide...
What is Quality Assurance (QA)? Quality Assurance, often abbreviated as QA, is a systematic process that ensures products and services meet established quality standards. It encompasses a wide range of activities aimed at preventing defects and errors, from initial...
