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Call Management

When most customers think of "outbound calling," they assume telemarketing; the epitome of brute-forced, automated voice interactions that more often than not lead to nothing but frustrated and annoyed customers. Robo-dialers simply call as many numbers as quickly as possible. This impersonal approach to outbound dialing left a bad taste in many customer's mouths and had them running for the "Do Not Contact" lists. In reality, outbound calling can be an incredibly valuable AND valued part of the customer experience. What matters the most is WHY that customer is being called--are you actively trying to help them or just help your bottom line?

Contact Center engagement
Last modified on

Posted by on in Call Management

Aberdeen cited that the biggest driver of multi-channel support is to provide a service where customers are most active:

Contact Center waiting times

and even though the rise of online channels such as live chat, social media and email has risen dramatically over the last few years, the voice channel is still the preferred form of communication between a customer and your company. In fact, a whopping 79% of consumers would prefer to contact a customer service center over the telephone. Since the voice channel is still the preferred option, callers expect a smooth and straightforward experience. After all, your contact center has been in operation for decades, surely you've worked out all the kinks by now?

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