Call Center Experience Call Recording Interaction Wait Times 
ViiBE Blog
MAY 13, 2021
Management systems keep track of call volume, route incoming calls, and perform data analytics in real-time. The software may use a call recording that informs callers of hold times or an interactive voice response (IVR) system, reducing the workload for call center agents.
CSM Magazine
JUNE 27, 2022
Although customer expectations vary, companies that wish to succeed must find efficient ways to improve call center experiences. Social media interactions might show that your target customers prefer live calls to robots. More importantly, what was the customer’s demeanor at the end of the phone call?
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