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Customer Service Optimisation Trends of 2020

Customer Service Optimisation Trends of 2020

Our experts have identified 9 important customer service trends that you should know about if you want to keep up with competitors and improve the overall customer experience. Let's take a look at how customer service is changing along with technology in 2020.

Top KPIs to Measure Contact Center Effectiveness

Top KPIs to Measure Contact Center Effectiveness

When it comes to analyzing contact center effectiveness, managers struggle to choose the most relevant metrics. Here, we review KPIs that measure customer experience and boost contact center performance.

What is Serverless Architecture?

What is Serverless Architecture?

Serverless architectures make it easy to deploy apps in the cloud. Developers can run the app code without the hassle of deploying and maintaining servers. Cloud providers manage servers for you.

What is Direct Inward Dialing?

What is Direct Inward Dialing?

Traditionally, companies have used a direct inward dialing service to route calls through an on-premises PBX directly to the internal phone number of an employee. It allows the company to use one physical trunk line to connect multiple employees.

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