Glossary
Call transfer (phone transfer, transferring phones) is a process of swithcing a customer’s call to another agent or supervisor if needed. This mechanism is used when agent can’t answer customer questions or can’t provide proper assistance.
Call transfers are a vital part of call center functioning, because in many cases there is a need to switch a call to a more experienced or professional specialist who can provide better assistance. Call transferring is also needed when clients choose wrong departments to call, and such situations aren’t rare. Nonetheless, call transfers are considered one of the most annoying things which make clients hate call centers, so the golden standard is to reduce call transfers as much as possible.
As the world anticipates the arrival of 6G technology, one of the key components driving this revolution is Massive Multiple Input Multiple Output (MIMO). This
The convergence of 5G and the Internet of Things (IoT) promises to revolutionize various industries by enabling seamless connectivity and real-time data exchange. This article
Satellite communication has revolutionized the way we connect, communicate, and navigate the globe. As technology continues to advance at a rapid pace, the future of
The Advantages and Disadvantages of Advanced and Cloud-Based Call Center Technologies