Maddy Martin

Call center quality assurance is the process of evaluating and improving customer interactions within a call center. The goal is to improve the customer experience and align service with business objectives.

An omnichannel contact center integrates multiple communication channels — like phone, email, live chat, and SMS — into a single, unified platform. This allows customers to switch between channels effortlessly while maintaining the context of their conversations, leading to a smoother, more personalized experience.

Call handling is often the litmus test for your business’s customer service. Done right, it can skyrocket your customer satisfaction scores and, in turn, your bottom line. But when mishandled, it could lead to a viral social media rant that no business can afford. 

Imagine you’re at an amusement park, eager to experience the thrill of a brand-new ride. The anticipation is palpable, but so is the dread of the seemingly endless line ahead. But what if someone handed you a fast pass that whisked you past the crowds, saving you time and enhancing your experience? 

Discover the top 10 Google Voice alternatives for 2025. Learn their benefits and drawbacks, and find the perfect fit for your business communication needs.

Call scripting uses pre-established talking points to guide agents through phone conversations with customers. Learn how to create a winning script.

Discover the ins and outs of virtual call centers (VCC), including what they are and whether your business could benefit from one.

Download our free customizable phone tree templates for your small business to streamline incoming calls and optimize customer experience.

Learn how your team can implement an AI-powered intelligent call routing system to help transfer incoming calls to the appropriate agents or departments.

A call flow is a prompted roadmap that helps virtual receptionists and call center agents understand where a conversation should go.