Author
Urza Dey (She/They) is a content/copywriter who has been working in the industry for over 5 years now. They have strategized content for multiple brands in marketing, B2B SaaS, HealthTech, EdTech, and more. They like reading, metal music, watching horror films, and talking about magical occult practices.
94 articles
When your phone lines are busy and customers are left waiting, frustration builds and callers hang up. This guide explains what call abandonment rate is and covers effective strategies and best practices to reduce it.
Cost optimization now means re-architecting the contact center model around AI agents. This guide covers practical ways to reduce contact center costs, with AI agents resolving routine conversations and passing complex cases to humans with full context.
Scaling, by contrast, involves handling far more customer interactions, such as sudden surges in call volume, without proportionally increasing resources.
What an AI contact center is, how the technology works, the benefits and the pitfalls, and how to choose a platform your operation can run.
See how CX teams turn these AI strategies into resolved conversations, on the stack they already run.
