Category: Agent Utilization

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The Shift from IVR to AI Agents: Why Call Centers Are Making the Change Use AI technology to turn web leads into live calls for your sales team.

March 13, 2025

The Shift from IVR to AI Agents: Why Call Centers Are Making the Change

Traditional IVR systems have frustrated customers with rigid menu trees and impersonal interactions for decades. These systems often lead to: These limitations can directly impact customer satisfaction and brand loyalty. Research suggests frustrating automated experiences create negative brand associations, decreasing trust and potential revenue loss. The Rise of AI Agents AI-powered conversational agents are reshaping… View Article
What is Agent Utilization and How to Improve It (2022 Guide) Use AI technology to turn web leads into live calls for your sales team.

December 29, 2021

What is Agent Utilization and How to Improve It (2022 Guide)

Agent utilization is one of the most important key performance indicators (KPIs) a call center uses to measure its efficiency. But what is agent utilization? And how can companies improve this KPI? In this comprehensive guide, we’ll examine the agent utilization formula and other factors such as cost per contact, occupancy vs. utilization, and more…. View Article