Contact center operations blog
Outbound dialing, AI voice agents, numbering health and cost per contact, told from the floor.
Dialing ·
How call abandonment is controlled in predictive dialing
An abandoned call is one the dialer connected with no agent free. Three levers control it, and cutting the pace is the last one you touch.
AI voice ·
AI voice agent vs IVR: what actually changes
An IVR walks a tree someone drew in advance. An AI voice agent interprets what it hears. What matters is who absorbs the calls nobody planned for.
Compliance and numbering ·
Why your calls get flagged as spam by carriers
Carriers do not listen to your calls, they score how you dial. Which signals flag a number, what makes it worse, and how one recovers.