SIP Trunk vs Cloud PBX: What Does a Call Center Actually Need?
A SIP trunk and a cloud PBX are often sold in the same conversation, which makes them sound interchangeable. They are not. A call center needs a system…
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Automation
Practical guides and field notes filed under Automation.
Automation articles
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8 articles
Call Monitoring Explained: Listen, Whisper and Barge for Call Center Supervisors
A supervisor does not need to take over every difficult call. Sometimes they only need to hear it. Sometimes the agent needs quiet coaching. Occasionally the supervisor needs…
Predictive Dialer Abandonment Rate: What Is Dead Air and How Do You Keep It Under Control?
The phone rings, the customer answers, says hello, and hears nothing. For the customer, that silence feels like a bad call. For the dialer manager, it usually means…
How to Build a Call Center QA Scorecard for Outbound Sales Agents
A QA scorecard should tell an agent what a good call sounds like. If the form has 47 questions, vague wording, and different interpretations depending on who listens,…
How AI Call Transcription and Automated QA Work in a Call Center
Traditional call-center QA listens to a sample. AI-assisted QA can review far more conversations, but that does not mean the score should be trusted just because software produced…
What Is Answering Machine Detection (AMD) and Why Does It Sometimes Hang Up on Real People?
The customer answers, says “hello,” waits, and the call disappears. On the call-center side, the dialer may show an answering-machine result even though a real person picked up.…
Predictive Dialer vs Power Dialer vs Progressive Dialer: What Is the Difference?
A call center can buy an expensive dialer and still choose the wrong dialing mode. The mistake usually starts with the word “automatic.” Predictive, power, and progressive dialers…
What Is an AI Voice Agent for Outbound Call Centers and How Does It Work?
An AI voice agent is easiest to understand when you stop thinking about the voice first. On a live outbound campaign, the real job is not “sound human.”…