Our latest publications
feature practical case studies, tips, and trends for business and communications. All the most interesting content from different categories in one place.
Omnichannel: What It Is and Why It Matters for Business
A customer sees a clinic's ad in their feed, messages the front desk on Instagram to check if there's an open slot for a procedure, and calls right
Why Operators Are Overwhelmed While Customers Still Wait
Your team has the right headcount, the schedule is set, nobody's on vacation. And the call queue keeps growing anyway, with customers complaining
Installing Multibutton on horoshop websites
Imagine this situation: a client visits your Horoshop-based online store, chooses a product, but has a quick question before buying. If it is
Call and Message Routing: Why Smart Distribution Matters More Than Headcount
Five managers, three messengers, a phone line — and customers are still waiting, requests keep slipping through, and someone on the team is always
What Is Abandon Rate and Why 10% of Dropped Calls Is Not Normal
Your contact center handled 500 calls today. But 60 of them went unanswered. A customer waited, gave up, and hung up. Do you know about it? Most
SPIN Selling: What It Is and How to Use It
Neil Rackham spent 12 years proving that everything salespeople are taught does not work in complex deals. Sometimes it actively makes things worse.
How Small Businesses Lose Clients Without Even Noticing
Monday, 9:00 AM. A manager opens their phone and sees seven unread messages from the weekend. They start replying one by one. By the time they get to
Hiring More Won’t Fix It: Why More Operators ≠ Better Results
When a contact center can't keep up with the workload, the first reaction is almost always the same: we need to hire more people. More operators,
AI Call Analytics Update: How to Objectively Evaluate a Manager When Every Call Is About Something Different
Your manager closes new deals in the morning, handles customer questions at noon, and processes complaints by evening. This isn't an exception — it's
What Is Remarketing: How to Win Back Customers and Grow Sales
A user visits your website, browses a product, adds something to the cart, and leaves. No purchase, no inquiry, no explanation. This is far from
SL, ASA, AHT: What They Are and Why Your Call Center Can’t Work Without Them
Most contact center managers know something is off. Customers complain about long wait times. Agents say they can't keep up. The data exists, but
What Is Direct Traffic: Where Direct Sessions Come From and How to Analyze Them
You open your GA4 report and see 35% Direct. First thought: "Great, people know us and remember us." Second thought, if you dig a little deeper: but
