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.
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
What Is Callback and How a Callback Widget Increases Sales
Not every website visitor is ready to call a company themselves. Some don't want to hunt for a phone number on the site, some would rather be called
Where Do Leads Disappear After an Ad Click?
A customer sees an ad, lands on your site, and calls. In the ad dashboard, it looks like just another click. The website sees a session. The CRM sees
Myths About Contact Centers. Myth #2: A Contact Center Is Only for Big Companies
You have 7 agents. All of them are busy. Calls are piling up, some customers give up waiting, and you only hear about it after a complaint. But the
“Hang on, let me check”: why agent scripts fail the moment a real conversation starts
The customer listens to the pitch for less than a minute, then cuts in: "So how much does this cost?" In the script, that question comes much later,
