Publications on the topic "UniTalk Contact Center"
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,
What is an IVR menu and how it helps businesses handle calls efficiently
A customer calls a company with a specific question. Instead of an answer, they hear a long list: "For sales, press 1. For support, press 2. For
24/7 Night Support: How the AI Agent Answers Calls Without a Night Shift
A call that goes unanswered rarely ends in a complaint. According to Zendesk Customer Experience Statistics 2026, 52% of customers are willing to
Outbound Contact Center: How to Get More Productive Contacts Without Growing Your Team
400 calls a day, 140 conversations. From the outside it looks like the team is working at full capacity: phones ringing nonstop, agents always busy,
Top 10 Contact Center Headsets in 2026
An operator wears a headset for 8-10 hours every single day. If the earpieces press too hard, the microphone picks up noise from the open space, or a
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
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
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
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,
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
