What Is a Dialer Hopper? Why Leads Are Loaded but Not Dialing
The campaign shows thousands of leads, but agents sit waiting and the hopper shows zero. That is one of the most confusing…
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Browse practical guides covering CSV cleanup, suppression workflows, reporting, operational tooling, and the systems that support recurring data work.
Warm Transfer vs Blind Transfer vs Conference Transfer: Which One Should a Call Center Use?
“Transfer the call” sounds like one action until you watch three agents do it three different ways. One agent sends the customer…
Why Do VoIP Calls Sound Robotic or Break Up? Jitter, Latency and Packet Loss Explained
When agents say, “the customer sounds robotic,” the first instinct is often to blame the dialer. Sometimes the dialer is involved. Often…
SIP Response Codes Explained: 403, 404, 408, 480, 486 and 503 for Call Centers
A failed call that shows “503” is not the same problem as a failed call that shows “486.” They may look like…
What Is CPS in VoIP? CPS vs Channels vs Concurrent Calls Explained for Dialer Managers
A dialer can have plenty of agents, plenty of channels, and still fail to start calls as fast as the manager expects.…
Call Recording Laws by State: What Call Centers Need to Know Before Recording Calls
Call recording feels like a technical setting until a campaign crosses state lines. An operations manager may switch on recording for QA,…
How to Manage Caller ID Reputation for an Outbound Call Center
Caller ID reputation is not something to fix only after every DID starts showing a warning. For an outbound call center, it…
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…
Contact Rate vs Connect Rate vs Conversion Rate: What Should a Dialer Manager Actually Track?
Two managers can look at the same dialer and report completely different “conversion rates” without either formula being mathematically wrong. The problem…
What Are Call Disposition Codes? How to Set Them Up for Reporting, Callbacks and Lead Recycling
A disposition list usually becomes messy slowly. Someone adds “Not Interested.” Another manager adds “NI.” A third person creates “No Int.” Agents…
How Does Predictive Dialer Pacing Work? Dial Ratio, Agent Availability and Abandoned Calls Explained
Predictive pacing is the part of the dialer that decides how hard to press the campaign. Too slow and agents sit ready…
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…