Melissa Whitten

What Is Answering Machine Detection?
How Answering Machine Detection Works
How Accurate Is Answering Machine Detection?
Flexible AMD Solutions Adjust for Dialing Campaigns
Combine Voicemail Detection with Smarter Dialing Strategies
What to Do with a Lead That Keeps Going to Voicemail
What About Leaving Voicemail Messages?
Convoso’s Advanced Answering Machine Detection Delivers Increased Accuracy and Increased Sales
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As an outbound call center manager, you rely on your team o...

eQuoto is a trailblazer in the competitive world of insurance lead generation, seamlessly connecting potential customers with the right insurance solutions. Under the leadership of Founder and CEO Danny Greeson, eQuoto has harnessed over a decade of industry experience to navigate the complexities of outbound and inbound call transfers.
Despite his extensive expertise, Greeson faced significant challenges in this dynamic landscape. Frequent system downtimes disrupted operations, high costs bu...

Understanding Conversational AI
The Setup Process: Collaborating With Your Conversational AI Provider
Convoso’s Expertise in Guiding the Conversational AI Setup Process
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Conversational AI (CAI) has enormous potential for transforming contact center operations. In terms of call center labor alone, conversational AI is expected to reduce costs by a staggering $80 billion by 2026. It’s quickly becoming a must-have tool for business leaders looking to streamline processes and dr...

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Efficiency and innovation aren’t just buzzwords for the business process outsourcing (BPO) industry—they’re what success is built on. As the industry evolves, there’s ever-growing pressure to keep pace and excel. This is where tech solutions step into the spotlight, becoming more crucial than ever.
Existing BPO managers strive to harness innovative technology to refine and enhance their operations. Those on the brink of setting up new BPO ventures are looking for the tech t...

Why Call Center Training is Crucial for Sales Success
Essential Training Topics for Inbound and Outbound Sales
Creative Call Center Training Methods & Ideas
Tech Tools for Effective Call Center Training Delivery
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This guide is a comprehensive resource for call center managers and teams aiming to boost their sales performance. It covers critical topics like the importance of training in achieving sales success, essential skills for inbound and outbound sales, and how effectiv...

Fireworks might be a dazzling display for us, but they can be intensely distressing for our furry friends. The sudden loud noises and bright flashes are often too much for dogs, causing them to feel scared and stressed. It’s difficult to see a beloved pet so upset, but thankfully, there are many ways you can help.
In this guide, we’ll talk you through the signs of stress in dogs and share practical tips for calming your dog during fireworks. From creating a comforting environment to using CBD...

Murph talks about the importance of creating intentional in-person experiences that bring people together.
An employee with a fulfilling personal life and a healthy work-life balance is good for business.
Darren Murph, Head of Remote at GitLab, builds the fully distributed company’s remote strategy around this principle.
He’s found that employees are asking themselves, “How do I leverage work to build a more fulfilling life so I can be my most productive self at work?” This creates tension wi...

The workplace has seen more evolution since 2020 than it has for decades.
The demand for flexible work environments is higher than ever before, and people no longer come into the office because they have to. They come for a specific purpose — and that purpose can vary from day to day and person to person.
Employees want offices that support the type of work they need to do, whether that’s agile, collaborative, or focused.
“[An employee’s] agenda is fluctuating during the day. I can have a nee...

Density co-founder and CEO Andrew Farah spoke at the Axios “What’s Next” summit in April 2022 about the future of sensor technology, its potential when deployed on a city-wide scale, and the importance of privacy when collecting utilization data. Below are a few takeaways from the conversation.
There are hundreds of millions of square feet of space in the workplace that are completely unmeasured. What if we could measure all those millions of square feet?
"I think, largely, everything would c...

Key takeaways
Employees have more job options than ever before; an effective onboarding process is a critical step toward reducing turnover.
The physical office is the ideal place to deploy your onboarding strategy. It helps new hires get to know their teammates and establish relationships that will provide a positive work experience.
If a complete in-person onboarding experience isn’t possible, consider a hybrid approach. Even a few days in the office with colleagues can help new hires feel ...

Redefining “workplace”
There’s plenty of examples of companies requiring employees to come back to the office — at least to some degree.
Nathan sees things differently.
“I don't want to be the person telling our executive team we should be one of those companies that are requiring people to be in the office two or three days a week," he says. "I don't think that makes us competitive.”
Mandates inhibit negative feelings about what people have to do versus what they want to do. In the workplace...

Employee personas guide office design
TravelPerk’s employee personas identify the different ways people work and use the office. “We invested in [personas] from the top down. Everyone's been involved in this process, and I think that's the only way you get a true reflection of what your business really is about and what your business needs in order to produce its best,” says Rob.
After reviewing employee input, they created seven main personas. “We broke [each persona] down into the types of ...

CBRE alumni Lauren Schwalb, Caroline Davis, and Mike Palladino share their expert insights on the changing workplace.
The commercial real estate industry is experiencing multiplier effects as the workplace moves from a traditional 9-5 model to something much more flexible. CBRE alumni Lauren Schwalb, Caroline Davis, and Mike Palladino share their expert insights on the changing workplace and what the future of CRE looks like.
Below is the full video, as well as a few takeaways.
The importance...

In place of the predictable office schedules and 1:1 desk ratios the workplace was once designed for, we now have a need for flexible office spaces. This change brings up many new challenges and opportunities.
What’s the best desk ratio for your hybrid office? Are there unused rooms you can repurpose? Can you downsize your square footage without sacrificing workplace performance?
You don’t have to guess the right answers. People vote with their feet. Every time a person walks into a conferenc...

Interest in smart buildings has exploded since the pandemic began, and with peaked interest comes many questions. What's the ROI for smart buildings? What use cases does it serve? How does occupancy data influence design choices? Spatial data experts HELIX CEO James Roche and Density Product Manager Chantal Wirekoh, both with an extensive background in the architecture industry, sat down to answer these pressing questions and many more.
Below is a summary of their conversation. Read on to lea...