{"id":28744,"date":"2024-03-11T09:00:57","date_gmt":"2024-03-11T08:00:57","guid":{"rendered":"https:\/\/www.digicontacts.net\/how-to-improve-call-overflow-management\/"},"modified":"2025-07-28T16:11:41","modified_gmt":"2025-07-28T14:11:41","slug":"how-to-improve-call-overflow-management","status":"publish","type":"post","link":"https:\/\/www.digicontacts.net\/en\/blog\/how-to-improve-call-overflow-management\/","title":{"rendered":"How to improve call overflow management?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"28744\" class=\"elementor elementor-28744 elementor-26389\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-45c91fa2 e-flex e-con-boxed e-con e-parent\" data-id=\"45c91fa2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-57aed7be elementor-toc--minimized-on-tablet elementor-widget elementor-widget-table-of-contents\" data-id=\"57aed7be\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;headings_by_tags&quot;:[&quot;h2&quot;],&quot;no_headings_message&quot;:&quot;Aucun titre n\\u2019a \\u00e9t\\u00e9 trouv\\u00e9 sur cette page.&quot;,&quot;marker_view&quot;:&quot;bullets&quot;,&quot;icon&quot;:{&quot;value&quot;:&quot;far fa-circle&quot;,&quot;library&quot;:&quot;fa-regular&quot;},&quot;minimize_box&quot;:&quot;yes&quot;,&quot;minimized_on&quot;:&quot;tablet&quot;,&quot;hierarchical_view&quot;:&quot;yes&quot;,&quot;min_height&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;min_height_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"table-of-contents.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__header\">\n\t\t\t\t\t\t<div class=\"elementor-toc__header-title\">\n\t\t\t\tContents\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--expand\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__57aed7be\" aria-expanded=\"true\" aria-label=\"Open table of contents\"><i aria-hidden=\"true\" class=\"fas fa-chevron-down\"><\/i><\/div>\n\t\t\t\t<div class=\"elementor-toc__toggle-button elementor-toc__toggle-button--collapse\" role=\"button\" tabindex=\"0\" aria-controls=\"elementor-toc__57aed7be\" aria-expanded=\"true\" aria-label=\"Close table of contents\"><i aria-hidden=\"true\" class=\"fas fa-chevron-up\"><\/i><\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<div id=\"elementor-toc__57aed7be\" class=\"elementor-toc__body\">\n\t\t\t<div class=\"elementor-toc__spinner-container\">\n\t\t\t\t<i class=\"elementor-toc__spinner eicon-animation-spin eicon-loading\" aria-hidden=\"true\"><\/i>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7ff3ac77 e-flex e-con-boxed e-con e-parent\" data-id=\"7ff3ac77\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-15007579 elementor-widget elementor-widget-text-editor\" data-id=\"15007579\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p dir=\"ltr\">In the dynamic and demanding world of <strong class=\"custom-bold\">customer relations<\/strong>, <strong class=\"custom-bold\">managing<\/strong> call <strong class=\"custom-bold\">overflow<\/strong> represents a major challenge for many companies. Those moments when incoming calls exceed the company&#8217;s response capacity can lead to customer frustration and dissatisfaction, jeopardizing the <strong class=\"custom-bold\">quality of the service<\/strong> provided.<\/p><p dir=\"ltr\">An unanswered or poorly managed call can mean a missed opportunity and, in some cases, a loss of customers. Faced with this problem, it&#8217;s essential to adopt innovative strategies and solutions to effectively manage these call peaks. This involves not only anticipating peak periods, but also implementing systems and processes capable of reacting in real time to these increases in volume. From outsourcing to the use of advanced technologies such as chatbots or <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/need\/incoming-calls\/\">automatic call distribution software<\/a>, the options are varied and need to be carefully evaluated according to the specific needs of each company.<\/p><p dir=\"ltr\">In this article, we&#8217;ll explore various approaches and tools that companies can implement to improve their call <strong class=\"custom-bold\">overflow management<\/strong>. We&#8217;ll also discuss the importance of this management in the context of <strong class=\"custom-bold\">customer relations<\/strong> and user experience, highlighting concrete cases and proven solutions.<\/p><p dir=\"ltr\">Our aim is to provide you with practical information and expert advice to help you turn a challenge into an opportunity for your business.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-64087e2 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"64087e2\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-709f6add elementor-widget elementor-widget-heading\" data-id=\"709f6add\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Understanding call overflow: Causes and impacts<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1f55fceb elementor-widget elementor-widget-text-editor\" data-id=\"1f55fceb\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p><strong>Call overflow<\/strong> is a complex phenomenon that can have multiple origins and significant consequences for both customers and business performance. Understanding the causes and impacts of this phenomenon is essential to developing effective management strategies. <\/p><h3 class=\"ekit-heading--title elementskit-section-title \">What is the definition of call overflow?<\/h3><p dir=\"ltr\">Call overflow occurs when a volume of incoming calls exceeds a company&#8217;s response capacity, resulting in prolonged waits, missed calls and a potentially degraded <strong class=\"custom-bold\">customer experience<\/strong>.<\/p><h3 dir=\"ltr\">Identify the main causes of call overflow<\/h3><p>Call peaks don&#8217;t just happen. They can be triggered by a variety of factors, such as specific promotional campaigns, seasonal events, new product launches or crisis situations. For example, a <strong class=\"custom-bold\">customer service department<\/strong> may experience a spike in calls following the announcement of a product recall. Similarly, holiday periods or sales can generate unusually high call volumes.     <\/p><h3 dir=\"ltr\">Identify the main causes of call overflow<\/h3><p dir=\"ltr\">Call peaks don&#8217;t just happen. They can be triggered by a variety of factors, such as specific promotional campaigns, seasonal events, new product launches or crisis situations. For example, a <strong class=\"custom-bold\">customer service department<\/strong> may experience a spike in calls following the announcement of a product recall. Similarly, holiday periods or sales can generate unusually high call volumes.     <\/p><h3 dir=\"ltr\">Impact on <strong class=\"custom-bold\">customer satisfaction<\/strong> and business performance<\/h3><p dir=\"ltr\">The consequences of poor call <strong class=\"custom-bold\">overflow management<\/strong> are manifold. For customers, it can mean long waiting times, dissatisfaction and even loss of business. For the company, the repercussions range from reduced <strong class=\"custom-bold\">service quality<\/strong> to an eroded brand image, not to mention lower employee productivity.    <\/p><p dir=\"ltr\">Let&#8217;s take the example of a telecommunications company that was faced with a massive overflow of calls following a network failure. This situation not only generated<strong class=\"custom-bold\">customer dissatisfaction<\/strong>, but also had a direct impact on the company&#8217;s sales and reputation. <\/p><p dir=\"ltr\">In conclusion, a thorough understanding of the causes and consequences of call overflow is crucial. It enables us to implement appropriate strategies to manage these situations, and thus maintain a high level of <strong class=\"custom-bold\">customer satisfaction<\/strong> and good operational performance. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-bb52022 e-flex e-con-boxed e-con e-parent\" data-id=\"bb52022\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-1b424e30 e-con-full e-flex e-con e-child\" data-id=\"1b424e30\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t<div class=\"elementor-element elementor-element-69671cd2 e-con-full e-flex e-con e-child\" data-id=\"69671cd2\" data-element_type=\"container\" 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\">Improve your customer relations <span>start today<\/span>.<\/h3><\/div><\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-603c60ef e-con-full e-flex e-con e-child\" data-id=\"603c60ef\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-74bc68c8 elementor-align-left elementor-widget__width-auto animated-fast elementor-align--mobileleft elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"74bc68c8\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:100,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-reservez-votre-demo whitespace--normal\" id=\"\">\n\t\t\t\t\tBook your demo<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-38941072 e-con-full e-flex e-con e-child\" data-id=\"38941072\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-4c31c33a animated-fast elementor-invisible elementor-widget elementor-widget-image\" data-id=\"4c31c33a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeInUp&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"600\" height=\"400\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client.png\" class=\"attachment-full size-full wp-image-24341\" alt=\"Free demo customer relationship solution\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client.png 600w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/02\/demo-solution-relation-client-300x200.png 300w\" sizes=\"(max-width: 600px) 100vw, 600px\" title=\"\">\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-26f407f5 e-flex e-con-boxed e-con e-parent\" data-id=\"26f407f5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-53d0d612 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"53d0d612\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2d0c5249 elementor-widget elementor-widget-heading\" data-id=\"2d0c5249\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Preventive strategies and real-time management<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5cc5f6ba elementor-widget elementor-widget-text-editor\" data-id=\"5cc5f6ba\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p dir=\"ltr\">Effective call overflow management requires a balance between preventive measures and real-time management strategies. A proactive approach anticipates potential problems, while reactive solutions provide the flexibility to deal with unforeseen situations.<\/p><h3 dir=\"ltr\">Anticipating call peaks: Planning and preparation<\/h3><p dir=\"ltr\">The first step in <strong class=\"custom-bold\">managing<\/strong> call <strong class=\"custom-bold\">overflow<\/strong> is anticipation. Forecasting techniques, based on analyses of historical data and current trends, help identify periods when call peaks are likely to occur.<\/p><p dir=\"ltr\">For example, the use of analytical tools can reveal that certain days of the week or certain periods of the year experience higher call volumes. Based on this information, companies can plan ahead by increasing resources or adjusting the working hours of the customer support team. To facilitate this task, the use of an online call forecasting tool can be particularly useful. These tools can be used to simulate different scenarios and prepare appropriate action plans.<\/p><h3 dir=\"ltr\">Real-time solutions for managing call peaks<\/h3><p dir=\"ltr\">Even with better planning, unexpected call peaks can occur. In these cases, real-time solutions are essential. This can include intelligent queuing systems, where calls are strategically redirected or put on hold, or the use of advanced call management software, such as an <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/how-does-an-acd-automatic-call-distributor-work\/\">ACD automatic call distributor<\/a> as discussed earlier in this article.<\/p><p dir=\"ltr\">This software enables calls to be distributed efficiently among the available agents, guaranteeing rapid response and better management of high volumes.<\/p><p dir=\"ltr\">In conclusion, the combination of preventive strategies and real-time solutions represents a comprehensive approach to <strong class=\"custom-bold\">managing<\/strong> call <strong class=\"custom-bold\">overflow<\/strong>. This not only reduces the negative impact of these peaks on the<strong class=\"custom-bold\">customer experience<\/strong>, but also optimizes resources and improves operational efficiency.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-688fec34 elementor-widget elementor-widget-heading\" data-id=\"688fec34\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Outsourcing as a strategic solution<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6bcf58fa elementor-widget elementor-widget-text-editor\" data-id=\"6bcf58fa\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p dir=\"ltr\">Outsourcing <strong class=\"custom-bold\">call management<\/strong> represents a strategic solution for many companies faced with overflow. This approach enables <strong class=\"custom-bold\">call management<\/strong> to be delegated to an <strong class=\"custom-bold\">external service provider<\/strong>, offering flexibility and expertise. <\/p><h3 dir=\"ltr\">When and why outsource <strong class=\"custom-bold\">call management<\/strong>?<\/h3><p dir=\"ltr\">Outsourcing <strong class=\"custom-bold\">call management<\/strong> is particularly relevant when a company lacks in-house resources or wants to concentrate on its core business. Benefits include access to specialized skills, better cost management and increased flexibility. Outsourcing can also be an effective response to seasonal peaks in activity.    <\/p><h3 dir=\"ltr\">Choosing the right outsourcing partner<\/h3><p dir=\"ltr\">Choosing the right outsourcing partner is crucial. Several criteria need to be considered, such as expertise in the business sector, quality of <strong class=\"custom-bold\">customer service<\/strong> offered, ability to handle variable call volumes, and compliance with confidentiality and security standards. It&#8217;s also important to assess the provider&#8217;s adaptability to the company&#8217;s specific needs.  <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-257c30e8 e-flex e-con-boxed e-con e-parent\" data-id=\"257c30e8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1cfd6bf5 elementor-widget elementor-widget-image\" data-id=\"1cfd6bf5\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1536\" height=\"455\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-cloud-1536x455.webp\" class=\"attachment-1536x1536 size-1536x1536 wp-image-25762\" alt=\"What is an ACD and its benefits for customer relations\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-cloud-1536x455.webp 1536w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-cloud-300x89.webp 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-cloud-1024x303.webp 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-cloud-768x227.webp 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-cloud-710x210.webp 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2025\/03\/solution-relation-client-cloud.webp 2048w\" sizes=\"(max-width: 1536px) 100vw, 1536px\" title=\"\">\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4513cefa elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"4513cefa\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3d3a7d59 e-flex e-con-boxed e-con e-parent\" data-id=\"3d3a7d59\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7d7a6bd3 elementor-widget elementor-widget-heading\" data-id=\"7d7a6bd3\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Innovative technologies and digital tools<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-69f4809e elementor-widget elementor-widget-text-editor\" data-id=\"69f4809e\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p dir=\"ltr\">The digital age has transformed the way companies manage call overflow. The integration of innovative technologies and digital tools plays a crucial role in optimizing <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/how-can-you-improve-the-management-of-incoming-telephone-calls\/\">inbound call management<\/a>, offering solutions that are both efficient and scalable.<\/p><h3 dir=\"ltr\">The advent of chatbots and AI in <strong class=\"custom-bold\">call management<\/strong><\/h3><p dir=\"ltr\">Chatbots powered by <a href=\"https:\/\/fr.wikipedia.org\/wiki\/Intelligence_artificielle\" target=\"_blank\" rel=\"noopener\">artificial intelligence (AI)<\/a> are revolutionizing <strong class=\"custom-bold\">call management<\/strong> by providing instant assistance to customers without human intervention. These tools can handle a large number of requests simultaneously, dramatically reducing the volume of incoming calls.<\/p><p dir=\"ltr\">For example, a chatbot can answer frequently asked questions, direct customers to the appropriate resources or even solve simple problems. We can take the example of a bank that integrated a chatbot to handle routine customer queries, resulting in a significant reduction in inbound calls and an increase in <strong class=\"custom-bold\">customer satisfaction<\/strong>.<\/p><h3 dir=\"ltr\">Advanced call management software and tools<\/h3><p dir=\"ltr\">Complementing chatbots, advanced call management software plays a key role in the efficient management of call peaks. These systems offer features such as <a href=\"https:\/\/www.digicontacts.net\/en\/blog\/how-does-an-acd-automatic-call-distributor-work\/\">automatic distribution of ACD calls<\/a>, skills-based routing and real-time analysis of call traffic. These tools enable companies to better manage available resources and improve <strong class=\"custom-bold\">service quality<\/strong>.<\/p><p dir=\"ltr\">In conclusion, the adoption of technologies such as chatbots and advanced call management software, such as <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/need\/incoming-calls\/\">automatic call distribution software<\/a>, has become essential for companies looking to improve their call <strong class=\"custom-bold\">overflow management<\/strong>. These tools not only respond to increasing call volumes, but also improve the overall customer experience and operational efficiency.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-4ebd44cb e-flex e-con-boxed e-con e-parent\" data-id=\"4ebd44cb\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-6ed40f75 elementor-widget elementor-widget-heading\" data-id=\"6ed40f75\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Handling conflict and difficult calls<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-44e04d22 elementor-widget elementor-widget-text-editor\" data-id=\"44e04d22\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p dir=\"ltr\"><strong class=\"custom-bold\">Handling<\/strong> difficult and conflicting <strong class=\"custom-bold\">calls<\/strong> is a crucial aspect of <strong class=\"custom-bold\">customer relations<\/strong>. These often emotionally-charged interactions require a specific approach and dedicated skills to maintain a positive <strong class=\"custom-bold\">customer experience<\/strong> and preserve the company&#8217;s reputation. <\/p><h3 dir=\"ltr\">Communication techniques in difficult situations<\/h3><p dir=\"ltr\">When faced with a conflicting call, the use of appropriate communication techniques is essential. Effective strategies include active listening, <a href=\"https:\/\/www.cegos.fr\/ressources\/mag\/efficacite-professionnelle-3\/quest-ce-que-lecoute-active\" target=\"_blank\" rel=\"noopener\">which involves really understanding the customer&#8217;s concerns<\/a> before responding. It&#8217;s also important to remain calm and professional, avoiding taking things personally. Another key is empathy, which allows you to put yourself in the customer&#8217;s shoes and recognize their emotions. Rephrasing and clarifying issues helps to ensure that the customer feels understood. Finally, negotiation and the search for mutually beneficial solutions can help resolve the conflict to the satisfaction of all parties.     <\/p><h3 dir=\"ltr\">Training and preparing teams for conflict management<\/h3><p dir=\"ltr\">To manage difficult calls effectively, training and support for <strong class=\"custom-bold\">customer service<\/strong> teams is essential. Training should cover <strong class=\"custom-bold\">crisis<\/strong> communication techniques, emotional management, and protocols for dealing with conflict. It&#8217;s also important to offer ongoing support to employees, including debriefing sessions after particularly difficult calls, and providing a working environment that promotes mental well-being. This not only helps agents manage stress, but also ensures better quality of service.   <\/p><p dir=\"ltr\">In conclusion, specialized management of conflicting and difficult calls is essential to maintaining high <strong class=\"custom-bold\">customer satisfaction<\/strong>. By equipping teams with the necessary tools, skills and support, companies can turn potentially negative situations into positive experiences, strengthening customer loyalty and trust. <\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4abd5bf0 elementor-align-left animated-fast elementor-align--mobilecenter elementor-invisible elementor-widget elementor-widget-elementskit-button\" data-id=\"4abd5bf0\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;pulse&quot;,&quot;_animation_delay&quot;:200,&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"elementskit-button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"ekit-wid-con\" >\t\t<div class=\"ekit-btn-wraper\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/contact\/\" class=\"elementskit-btn cta-decouvrez-solution whitespace--normal\" id=\"\">\n\t\t\t\t\tDiscover our solution<i class=\"far fa-arrow-alt-circle-right\"><\/i>\t\t\t\t<\/a>\n\t\t\t\t\t<\/div>\n        <\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5cec90dc elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5cec90dc\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1d91d144 e-flex e-con-boxed e-con e-parent\" data-id=\"1d91d144\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-b7dfe0a elementor-widget elementor-widget-heading\" data-id=\"b7dfe0a\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Conclusion<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f6e6d35 elementor-widget elementor-widget-text-editor\" data-id=\"f6e6d35\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p dir=\"ltr\">Summing up the key points discussed in this article, it&#8217;s clear that call <strong class=\"custom-bold\">overflow management<\/strong> is a crucial issue for any company wishing to offer quality <strong class=\"custom-bold\">customer service<\/strong>.<\/p><p dir=\"ltr\">Understanding the causes and impacts of these overflows, as well as adopting preventive and real-time management strategies, are fundamental steps in optimizing call reception. Technological innovation, notably the use of chatbots and advanced call management software, is proving to be an effective solution for managing these situations.<\/p><p dir=\"ltr\"><strong class=\"custom-bold\">Handling<\/strong> conflict and difficult <strong class=\"custom-bold\">calls<\/strong> is also an important aspect, requiring specific communication skills and appropriate team training. By applying these tips and strategies, companies can not only improve <strong class=\"custom-bold\">call management<\/strong>, but also strengthen <strong class=\"custom-bold\">customer<\/strong> relations and <strong class=\"custom-bold\">satisfaction<\/strong>.<\/p><p>We encourage readers to put these tips into practice and consider integrating <a href=\"https:\/\/www.digicontacts.net\/en\/customer-relationship-solution\/need\/incoming-calls\/\">inbound call software<\/a> to optimize <strong class=\"custom-bold\">call management<\/strong> in their company or <strong class=\"custom-bold\">contact center<\/strong>. These tools are designed to facilitate call flow management, improving operational efficiency and the<strong class=\"custom-bold\">customer experience<\/strong>. By choosing the right combination of strategies and tools, you can turn the challenges associated with call overflow into opportunities for customer loyalty and satisfaction.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-51e8d041 e-flex e-con-boxed e-con e-parent\" data-id=\"51e8d041\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-54052c2e elementor-widget elementor-widget-heading\" data-id=\"54052c2e\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Our latest news<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5f15743b elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"5f15743b\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"divider.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7115ba11 e-flex e-con-boxed e-con e-parent\" data-id=\"7115ba11\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-58853921 elementor-grid-tablet-3 elementor-grid-3 elementor-grid-mobile-1 elementor-posts--thumbnail-top elementor-card-shadow-yes elementor-posts__hover-gradient elementor-widget elementor-widget-posts\" data-id=\"58853921\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;cards_columns_tablet&quot;:&quot;3&quot;,&quot;cards_columns&quot;:&quot;3&quot;,&quot;cards_columns_mobile&quot;:&quot;1&quot;,&quot;cards_row_gap&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:35,&quot;sizes&quot;:[]},&quot;cards_row_gap_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;cards_row_gap_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;ekit_we_effect_on&quot;:&quot;none&quot;}\" data-widget_type=\"posts.cards\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-posts-container elementor-posts elementor-posts--skin-cards elementor-grid\" role=\"list\">\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32647 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\" tabindex=\"-1\"><div class=\"elementor-post__thumbnail\"><img decoding=\"async\" width=\"300\" height=\"150\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-300x150.webp\" class=\"attachment-medium size-medium wp-image-32650\" alt=\"\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-300x150.webp 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-1024x512.webp 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-768x384.webp 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-1536x769.webp 1536w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-scaled.webp 1920w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/03\/scam-710x355.webp 710w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\">\n\t\t\t\tCall numbers, spam, answering: 7 levers to protect your caller reputation in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>In 2026, it&#8217;s not just your teams that determine your pick-up rate. Smartphones and algorithms filter your calls even before your customers answer them. The\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/call-numbers-spam-answering-7-levers-to-protect-your-caller-reputation-in-2026\/\" aria-label=\"Read more about Call numbers, spam, answering: 7 levers to protect your caller reputation in 2026\" tabindex=\"-1\">\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32449 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" tabindex=\"-1\"><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-300x200.jpg\" class=\"attachment-medium size-medium wp-image-32457\" alt=\"Agent augment\u00e9 et relation client : les avantages de l\u2019IA en 2026\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-300x200.jpg 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-1024x683.jpg 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-768x512.jpg 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client-710x473.jpg 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/agent-augmente-et-relation-client.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\">\n\t\t\t\tAugmented agent and customer relations: the benefits of AI in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>By 2026, the augmented agent and customer relationship will no longer be a &#8220;concept&#8221;, but an operational standard. With generative AI, intelligent automation and omnichannel\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/augmented-agent-and-customer-relations-the-benefits-of-ai\/\" aria-label=\"Read more about Augmented agent and customer relations: the benefits of AI in 2026\" tabindex=\"-1\">\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<article class=\"elementor-post elementor-grid-item post-32431 post type-post status-publish format-standard has-post-thumbnail hentry category-blog\" role=\"listitem\">\n\t\t\t<div class=\"elementor-post__card\">\n\t\t\t\t<a class=\"elementor-post__thumbnail__link\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" tabindex=\"-1\"><div class=\"elementor-post__thumbnail\"><img loading=\"lazy\" decoding=\"async\" width=\"300\" height=\"200\" src=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-300x200.jpg\" class=\"attachment-medium size-medium wp-image-32462\" alt=\"IPBX et Relation Client : Am\u00e9liorer la joignabilit\u00e9 en 2026\" srcset=\"https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-300x200.jpg 300w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-1024x683.jpg 1024w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-768x512.jpg 768w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client-710x473.jpg 710w, https:\/\/www.digicontacts.net\/wp-content\/uploads\/2026\/01\/ipbx-et-relation-client.jpg 1200w\" sizes=\"(max-width: 300px) 100vw, 300px\" title=\"\"><\/div><\/a>\n\t\t\t\t<div class=\"elementor-post__text\">\n\t\t\t\t<h4 class=\"elementor-post__title\">\n\t\t\t<a href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\">\n\t\t\t\tIPBX and Customer Relations : Improving reachability in 2026\t\t\t<\/a>\n\t\t<\/h4>\n\t\t\t\t<div class=\"elementor-post__excerpt\">\n\t\t\t<p>In 2026, reachability is no longer limited to answering. It is measured across the entire customer journey: accessibility, response time, omnichannel continuity and abandonment rates\t\t<\/div>\n\t\t\t\t\t<div class=\"elementor-post__read-more-wrapper\">\n\t\t\n\t\t<a class=\"elementor-post__read-more\" href=\"https:\/\/www.digicontacts.net\/en\/blog\/ipbx-and-customer-relations-improving-reachability\/\" aria-label=\"Read more about IPBX and Customer Relations : Improving reachability in 2026\" tabindex=\"-1\">\n\t\t\tRead more \"\t\t<\/a>\n\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/article>\n\t\t\t\t<\/div>\n\t\t\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>In the dynamic and demanding world of customer relations, managing call overflow is a major challenge for many companies. Those moments when incoming calls [&#8230;] <\/p>\n","protected":false},"author":1,"featured_media":26397,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[37],"tags":[],"class_list":["post-28744","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"contentshake_article_id":"","_links":{"self":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/28744","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/comments?post=28744"}],"version-history":[{"count":0,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/posts\/28744\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media\/26397"}],"wp:attachment":[{"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/media?parent=28744"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/categories?post=28744"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.digicontacts.net\/en\/wp-json\/wp\/v2\/tags?post=28744"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}