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.
One client, five tabs: what changes when reps work in a single window
A rep copies a number from the CRM, calls from a separate app, and after the call looks for the same client in Telegram. Then it's back to the CRM to
When a manager leaves, clients have to explain everything again
A client messages on Viber: "We agreed on Thursday delivery and the loyalty discount," but the manager he made that deal with left the company last
A customer calls for the third time with the same question: what FCR is and why a fast answer doesn’t guarantee a resolution
The agent picked up in 10 seconds, was polite, and wrapped up the call in three minutes. An hour later, the same customer calls again. The report
How finmap.online brought calls and chat together in UniTalk Omni, optimized costs and started seeing lost calls
In B2B sales of a complex product, everything hinges on the conversation, and every inquiry that never reaches a manager is a lost one. A manager has
The Agent Was Polite, but the Customer Still Left Unhappy: What Shapes CX in a Contact Center
The customer got through on the third try, waited a long time in the queue, and had to explain the problem twice after being transferred. The third
What Is Retention in Marketing: A Complete Guide to Customer Retention
Picture a bucket with a small hole in it. You can pour water in faster, but if it keeps leaking out, the water level never really rises. That's what
How Jooble Cut Time to First Contact with Candidates to 2–3 Minutes with UniTalk
UniTalk's Voice AI Agent automated initial candidate communication: from the first call and screening to logging the outcome of each conversation. In
How to Automate Mass Calling and Free Your Managers From Routine Work
You need to call hundreds or thousands of contacts: work through a cold list, confirm an order, or tell customers about a new offer. Each call itself
Does a Good Operator Need to Know Everything by Heart? Contact Center Myth #3
Picture an ordinary day at a contact center. The operator knows the product, the rates, the current promotions, the escalation rules, the exceptions,
How to manage support when customers reach out through different channels
Support is the first team to see when something isn't clear, isn't working, or simply isn't sitting right with a customer. That's where people bring
Branching Scripts in UniTalk Contact Center: Operators See the Right Step at the Right Time
Customer conversations rarely go exactly as planned. The same question can get very different responses: a customer may agree, refuse, ask a
“We’re still too small for a system”: why it’s better to set up your communication from day one
At a company of three to five people, a manager negotiates with a client over personal Telegram because it's faster, and calls through the work phone
