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.
Sales Team Automation: How Omni Makes Managers Faster and Sales Leaders Calmer
A customer left a request on the website. A sales rep called to confirm the details, then spent the next few days messaging back and forth on
Contact Center Myths: Myth #1. Is a Call Center the Same as a Contact Center?
Call center and contact center are often used as if they mean the same thing. Because of that, businesses end up buying a solution that handles calls
Customer Success: What It Is and How It Helps Grow Your Business
Why do some clients buy a product once and never return, while others stay for years, recommend the company to their peers, and gradually expand
How to Scale Your Business Without Switching Platforms
When a company is just launching sales or support, no one picks a system "for the next three years." You need to get started quickly, get to work,
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,
