Call Center Solutions

Every abandoned call report in the contact center is frustrating, but behind that is an even more frustrated caller who has a growing dissatisfaction with your business. In this post, we’ll look at some tips for reducing call abandonment.  What is Call Abandonment Rate?  Call abandonment rate measures the percentage of callers who hang up […]

Every customer call represents an opportunity to build meaningful connections and solve problems quickly. But when callers face long wait times or multiple transfers, these opportunities vanish. For IT leaders, intelligent call routing is the perfect solution for modernizing infrastructure and improving service metrics.  What is Intelligent Call Routing?  Intelligent call routing directs each call

Multitasking? Listen while you work! Call center whisper is a supervisory feature that is especially helpful when training or onboarding new agents. This guide explains how it works, its benefits, and how Landis Technologies offers this feature within Microsoft Teams.  What Is “Call Whisper”?   Definition: Call whisper (or call whispering) is a supervisory feature that

Microsoft Teams calling can be a useful communication tool internally as well as externally. It’s useful to start with a good understanding of Teams calling and its capabilities and decide from there what is likely to be the best solution for you, whether it’s Microsoft Teams or a native solution like Landis Contact Center for

Automation in customer service isn’t new. Basic IVRs and AI chatbots have handled simple inquiries for years, but the technology has been limited, making the choice between humans vs AI for customer service relatively easy.   But with the growing use of large language models, (LLMs) that line is blurring. AI can now understand, respond to,

Somewhere along your path to delivering world-class customer experiences, you’re bound to ask, “what’s the difference between contact centers vs call centers, and which one should I choose?”  And you’d be wise to ask that. CX questions like this are important since 85% of your customers will spend significant effort to find a replacement for

Multitasking? Listen while you work! In two previous posts – What is a Call Center IVR System and Why Your Organization Needs One and 11 IVR Problems That Drive Customers Away (And How to Fix Them) – we referenced two statistics that seem to be at odds with each other.  First, we uncovered that 81%

Multitasking? Listen while you work! This is the final installment in our IVR blog series. We’ve previously explored what IVR is and why your business needs one, the capabilities of modern IVR systems and their potential for business intelligence, the challenges associated with typical IVR systems, and some IVR best practice guidelines. Now, let’s delve

Interactive Voice Response (IVR) systems are supposed to make life easier for businesses and their customers. But when designed poorly, IVRs create problems, frustrating customers, overwhelming staff, and negatively affecting the bottom line. In fact, 61% of customers believe IVRs contribute to a poor experience. What does this mean for your business?  In the previous

Multitasking? Listen While You Work! Call center IVR systems are automated tools which guide us through call menus and route calls; but they’ve come a long way from that. They’re like a treasure chest of information, collecting insights about what your customers want and how your business is running, helping you spot opportunities to learn