Call center experience Metrics virtual call center Wait times 
ViiBE Blog
MAY 13, 2021
The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents. Predictive dialers use algorithms to reduce wait times for agents and customers on the line. There are different types of call centers.
Fonolo
NOVEMBER 17, 2020
Nobody escaped the long lines and endless waiting times. And contact centers were utterly overwhelmed in the floods of anxious customer calls. Call Centers Will Change in 2020. FCR is the Most Important Metric. Contact centers will continue to transform in the year ahead.
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