by alberto | May 18, 2026 | Blog
Call center phone scripts: examples, mistakes and best practices The phone script is one of the most discussed — and most misunderstood — tools in call center management. Some reject it because it “sounds fake”, others use it as a word-for-word...
by alberto | May 11, 2026 | Blog
How to monitor call center performance: KPI guide Managing a call center without KPIs is like driving in the dark: you know you’re moving, but you don’t know where, at what speed, or whether you’re about to go off the road. 68% of SMB call center...
by alberto | May 4, 2026 | Blog
Call center software vs separate tools? 59% of Italian SMBs manage their call center with separate tools: a VoIP system for calls, a CRM for customers, a manual or external dialer, Excel spreadsheets for KPIs. Does it work? Yes, up to a point. The problem emerges when...
by alberto | Apr 11, 2026 | Blog
Open source call center solutions: pros and cons “Free is always better”? Not for call centers. Open source attracts 42% of SMBs for its zero initial costs, but 73% abandon it within 18 months due to complexity and hidden TCO. Complete analysis of...
by alberto | Apr 9, 2026 | Blog
In house call center vs outsourcing: Little-known secrets and real costs 2026 “In house vs outsourcing?” This is the choice that paralyzes 73% of Italian SMB managers when faced with contradictory numbers. In-house = total control (fixed salaries...