Guides to phone systems and call centers
In-depth explanations of how phone systems, AI voice agents, queues and campaigns work, how to choose them and the mistakes to avoid.
Phone system
Cloud PBX vs on-premise PBX: differences, running costs and when each makes sense
Cloud PBX or on-premise phone system? The real differences in running costs, maintenance, security and remote work, and how to tell which one fits you.
Browser calling with WebRTC: webphones, softphones and IP phones
How browser calling with WebRTC works, when a webphone beats a softphone or an IP desk phone, and which headsets, network checks and agent setup you need.
What is a VoIP phone system, how it works and what you need
What a VoIP phone system is, how a call travels over the internet, what you need to run one, the features to look for and the mistakes to avoid when choosing.
IVR menu design best practices
IVR menu design best practices: how many options to offer, how to word prompts, what to do when callers press nothing, and how to test your phone menu.
How to manage business hours, breaks and holidays on your phone system
How to set business hours, lunch breaks and holidays on your phone system, what callers hear after hours, and how to handle sudden closures smoothly.
Artificial intelligence
How to build an AI voice agent for your phone system, step by step
How to build an AI voice agent for your business phone line, step by step: prompt, messages, FAQs, actions (skills), test calls and the mistakes to avoid.
IVR vs AI voice agent: the differences and when to choose each
IVR or AI voice agent? How a keypad menu and an AI phone assistant differ, a comparison table, costs, risks, and when to use one, the other or both together.
What is an AI voice agent and how does it work on the phone?
What an AI voice agent is, how it understands and answers callers, what it can really do, where it falls short and how to add it to your business phone system.
Call center
Call queue strategies: how to distribute calls and manage the wait
A practical guide to call queue strategies: how calls are distributed to agents, ring time, wrap-up, maximum wait, hold messages and queue exits explained.
Predictive, progressive or manual dialer: the differences and when to use each
Predictive, progressive and manual dialers explained: how each works, pros and cons, abandoned calls and how to pick the right mode for each campaign.
Call center KPIs: which metrics to measure and how to read them
Call center KPIs explained with formulas: answer rate, abandonment, average wait, handle time, occupancy and conversion, and how to read them together.
Call recording and GDPR: what to know before you hit record
Call recording under GDPR: privacy notice, lawful basis, retention, access and data subject rights. The general principles to check before you record calls.
How to reduce missed calls on your business phone system
How to reduce missed calls on your business phone system: find out why calls are lost, set up queues well, offer callbacks, add AI answering and read reports.
Call center software: how to choose without regrets
How to choose call center software: the features to check, the questions to ask vendors, the mistakes to avoid and how to run a trial that tells you the truth.
WhatsApp Business for customer service, connected to your phone system
WhatsApp Business for customer service, tied into your phone system: the 24-hour window, templates, several agents on one number, AI and moving calls to chat.