Improving Inbound Contact Center Metrics

InGenius

Salesforce recently released an infographic on Call Center Best Practices. One of the things the infographic highlights is what TechTarget describes as the 7 most important call center metrics for your company. Service level, response time and abandonment rate.

How to Improve Customer Experience Using Employee Feedback

ProProfs Blog

Although the “ reports ” dashboard of ProProfs help desk software can give you valuable insights into long wait times, low CSAT scores, and high cart abandonment rates, but it cannot tell you why. Match the employee’s feedback data with call logs.

6 Ways Predictive Dialers Drive Brand Success

VocalCom

Fortunately, predictive dialers offer the perfect solution to this problem, as this automated technology filters out obstacles and places calls at optimal times to ensure better results. The dialer automatically determines best call times, predicts when a current call will end, and wastes no time in dialing the next number. All call activity is captured directly into the CRM while further offering real-time metrics and KPIs for improved sales practices.

Killer Ways Predictive Dialers Can Drive Your Brand Success You Desire

Hodusoft

Fortunately, predictive dialers offer the perfect solution to this problem, as this automated technology filters out obstacles and places call at optimal times to ensure better results. Agents spend less time on the expensive voice channel, and customer abandonment rates decrease.