2008 Best practices Call center experience Interactive Voice Response 
Callminer
JANUARY 18, 2021
While the majority of consumers choose to reach out to companies via multiple mediums , many have reported wanting to avoid going through structured IVR systems – so it’s no surprise that communication quality within a contact centre has become more important than ever before. Caller Expectations are on the Rise.
Fonolo
NOVEMBER 17, 2020
Change is coming, and the proof is in the numbers: 2013: 6 out of 10 contact centers had plans for cloud-based deployments. 2015: 18% of contact center seats will be delivered by cloud-based infrastructure. (Up Tracking KPIs and other metrics to improve call center performance continues to be necessary.
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