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How to Set Up Interactive Voice Response

How to Set Up Interactive Voice Response

IVR is popular for customer service use cases, and will often start most voice interactions via a guided IVR menu. It’s a simple, easy-to-use solution for customers looking for support from brands. It helps businesses automate...
Daniel Harding

Daniel Harding

14 mins read
Top 20 Words and Phrases for First Call Resolution

Top 20 Words and Phrases for First Call Resolution

First call resolution (FCR) is one of the most important measures of customer service success. It reflects a customer’s experience during their initial interaction, showing whether their issue was handled completely without the...
Daniel Harding

Daniel Harding

6 mins read
5 Tips to Reduce Customer Effort

5 Tips to Reduce Customer Effort

Did you know that 96% of customers will leave you due to bad customer service, according to Forbes?
Daniel Harding

Daniel Harding

5 mins read
Hunt Group vs Ring Group: Which is Best?

Hunt Group vs Ring Group: Which is Best?

Did you know that around 47% of calls go unanswered across different small businesses in the UK alone? (according to a recent 2025 study). This is why it’s so important to have the right call-routing methods in place at all times.
Daniel Harding

Daniel Harding

6 mins read
Top 10 Tips to Avoid Agent Burnout

Top 10 Tips to Avoid Agent Burnout

Call centre and customer service roles can be rewarding, but they are also some of the most emotionally and mentally draining jobs around.
Daniel Harding

Daniel Harding

9 mins read
A Guide to Omnichannel Routing

A Guide to Omnichannel Routing

According to data from Uniform Market, companies with strong omnichannel strategies retain 89% of their customers, compared to just 33% for those with weak engagement. This highlights just how important seamless routing is to...
Daniel Harding

Daniel Harding

12 mins read
What is After Call Work and How to Reduce it?

What is After Call Work and How to Reduce it?

During a typical working day, call centre agents work tirelessly and juggle a range of responsibilities. They handle phone calls, respond to emails, and provide support across multiple channels. Most people assume that a call...
Daniel Harding

Daniel Harding

8 mins read
What is a Good First Call Resolution Rate?

What is a Good First Call Resolution Rate?

First Call Resolution (FCR) has long been considered one of the most important and informative customer service metrics.
Daniel Harding

Daniel Harding

7 mins read
What Is a Sticky Agent? 

What Is a Sticky Agent? 

When a customer contacts a business multiple times, it's natural for them to prefer speaking to the same representative. This desire for consistency in communication is where the concept of a sticky agent comes in.
Daniel Harding

Daniel Harding

5 mins read