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Customer Journey-related Posts



Scheduled Call Routing for Pros

Within the call routing feature, you should know where you want the calls to go if they're not going to the business hours service.

The Call Flow Continuum Part 2

Always be mindful of dead spaces in your flow by calling your own business from time to time, and make your first impression sets the tone for the type of business you offer.

The Call Flow Continuum Part 1

When building call flows, it is easy to think of the everyday situations, like who is part of which hunt group or how the auto attendant buttons function. There are factors that tend to go unnoticed, and this article will discuss some of them.

How UCaaS Leads to Better Customer Service

A cloud-based PBX offers several customer service advantages over a premise-based one.

How to Use UCaaS to Enable Sales

Unified Communications as a Service offers a lot of advantages for business, and even more when you start to look at the features and how they relate to how your business operates.

In the Quest to Ensure Quality, Study Shows Contact Centers are Often Measuring the Wrong Metrics

When it comes to delivering customer quality interactions, contact centers are often measuring the wrong things a new report says.
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