Call Center Solutions

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 allows a call center manager […]

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 from there decide what is likely to be the best solution for your organization – whether it’s Microsoft Teams or a native solution like Landis Contact

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

Multitasking? Listen while you work! Interactive Voice Response (IVR) systems are supposed to make life easier for businesses and their customers. But when designed poorly, they often do the opposite—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

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

Multitasking? Listen while you work! Have you ever called a customer service number and been greeted by a friendly (or fake) voice offering options like, “For sales, press 1. For support, press 2”? That’s an IVR system in action.   IVR stands for Interactive Voice Response and describes the automated system that usually replaces a receptionist

The Confusion Between Service Desks and Call Centers  Before defining service desks and call centers let’s make one distinction: the terms “call center,” “service desk,” and “help desk” can refer to multiple things.   Sometimes they refer to the software being used, and sometimes they refer to the team using the software. In this article, we’ll