Tag: VoiceFoundry

Introduction Generation Z (Gen Z), the generation born between 1997 to 2012, includes 67 million individuals, or roughly 20 percent of the US population. Gen Z individuals spend more time texting, also known as short messaging service (SMS), on their mobile devices than any other demographic. The pandemic has galvanized most restaurants to add food […]

Introduction All contact centers face a difficult balancing act between customer wait time and agent staffing. If not done right, contact centers might either staff too many agents, thus increasing operating costs, or too few agents, thus increasing customer wait time. This increased wait time translates to poor customer experience and even lost customers. What […]