JustCall

MARCH 10, 2023

Customers do not have to wait in queues or be put on hold, and issues get resolved in the very first call. Fortunately, call center call flow is a secret ingredient that can bring you one step closer to this utopia. Here’s everything you need to know about call flows. What is Call Flow?

Call flow 40

Call flow Contact Center Scripts Interactive Voice Response 40

Vistio

MAY 4, 2022

Vistio provides on-screen guidance for agents to interact with customers, providing next step options, scripting, and pulling data from different systems to inform them of critical customer information. Vistio also improved clients’ quality scores and customer satisfaction, and it decreased average handle time.

Average Handle Time 52

Average Handle Time Call flow Employee engagement Contact Center 52

SharpenCX

JUNE 28, 2023

First contact resolution — the resolution of a customer’s issue within the first call. This metric helps determine the effectiveness of your call center and contributes greatly to overall customer satisfaction and retention. Average handle time — the amount of time it takes a rep to handle a call from start to finish.

Call Center 67

Call Center Metrics call center software Contact Center 67

JustCall

APRIL 4, 2023

Upselling and cross-selling : Unknown to many, inbound call center agents are also responsible for identifying opportunities to upsell and cross-sell products and services to customers, increasing revenue and promoting customer loyalty. Handle customer complaints with empathy and provide appropriate solutions to their concerns.

Call Center 52

Call Center call center software Upselling Scripts 52

Balto

NOVEMBER 28, 2023

Call flow: how well the agent is directing the call flow and whether they’re sticking to the script. Resolution: Did the call end up with the customer’s problem resolved? Has the agent documented the call properly?

Quality management 52

Quality management Call Center Management Contact Center 52