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Call Center Software: Which Features Truly Matter

Choosing the right call center software is never a trivial decision. Those managing inbound and outbound operations know this well: operational efficiency largely depends on the platform in use. But in a crowded market filled with dozens of solutions—often...

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Outbound Call Centers: Managing Follow-Ups Effectively

When it comes to outbound call centers—those that make outgoing calls—follow-up is far more than a formality: it's a crucial step to strengthen relationships with leads, re-engage lukewarm contacts, and boost conversion rates. For those managing both...

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Soft Skills in Call Centers: Which to Develop and How

In the world of call centers, the difference between a mediocre agent and a successful one isn’t measured only by KPIs or the number of calls handled. More often, it comes down to soft skills. But what exactly are soft skills? And why are they so important for...

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Cloud vs. On-Premise Call Centers: Pros and Cons

In recent years, the call center industry has undergone a profound digital transformation. Companies, whether small or large, now face a strategic crossroads: is it better to choose a cloud-based solution or opt for an on-premise infrastructure? There’s no...

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CRM and Call Center: How to Integrate Them to Boost Sales

Integrating a CRM with the software used to manage a call center is no longer optional—it’s a strategic necessity for those running high-performance inbound and outbound operations. In today’s competitive landscape, where customer experience makes...

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