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The bubble in the bottom-right of every website now does the work a phone queue did a decade ago, which would be marvellous if half the platforms selling it understood what a contact center actually is.
Written by Julie McNealisWe routed the same forty-call test queue through ten VoIP platforms built for call centers, and the thing that surprised our team most was not the audio quality. It was how differently each one treated the supervisor. Some hand a team lead live monitoring, whisper coaching, and a wallboard on a mid-tier plan. Others bury all of it behind an enterprise tier and a sales call.
Written by Jessica MoloneyKnowledge management software is what separates a call center where agents resolve issues on the first contact from one where every customer waits while someone hunts for the right script, and the right platform depends on whether you optimize for self-service, agent assist, or AI deflection.
Written by Julie McNealis