The QuipCalls blog
Practical guides to running a call center: IVR, queues, KPIs and AI in customer service.
AI Voice Agents for Customer Service: A Practical Guide
What AI voice agents do well on customer calls, where a human is still needed, how to write their instructions, set safe limits and review transcripts.
Call Center KPIs That Matter and How to Read Them
Learn the call center KPIs that matter: service level, average wait, abandon rate, handle time and first-call resolution, and what to do when each is off.
Call Queue Strategies: Longest Idle, Round Robin, Ring All
Compare call queue strategies: longest idle, round robin and ring all. Learn when each fits, plus wrap-up time, queue timeouts, hold music and announcements.
Cloud Call Center vs. On-Premise PBX: An Honest Comparison
An honest comparison of cloud call centers and on-premise PBX systems: cost structure, remote work, maintenance, queues, reports, and when a PBX is still fine.
How to Connect Your Existing Number to a Cloud Call Center
Keep your existing SIM, landline, PBX line or SIP trunk and connect it to a cloud call center through a small on-site bridge device, with no number porting.
IVR Guide: How to Design a Phone Menu Callers Can Follow
What an IVR auto-attendant is and how to design a clear phone menu: short options, the right order, after-hours handling, a path to a human, and testing.
How to Reduce Abandoned Calls in Your Call Center
Practical ways to reduce abandoned calls: measure when callers give up, shorten the IVR, staff by hour, alert supervisors, offer voicemail and call back fast.
What Is a Cloud Call Center? How It Works and Who Needs It
A cloud call center runs your phone support over the internet instead of office hardware. Learn how it works, who needs one and what to check before choosing.
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