aircall

MAY 14, 2021

Back in the 1940s, banks used the first auto dialers to make calls for collections. During busy times when sales or support agents are having lengthy conversations, a predictive dialer will slow down making outbound calls until there are more agents available to accept calls. Produces a short wait time before reps connect to the line.

voip 62

voip Telemarketing Scripts Abandon Call 62

NobelBiz

JULY 25, 2023

Agent Performance Metrics: Evaluates how effectively agents resolve queries, their adherence to scripts, or their ability to manage difficult interactions. Recommendations: Advanced systems might even suggest actions, like refining scripts, introducing new training modules, or adjusting staffing levels during specific hours.

Analytics 98

Analytics Call Center Scripts Contact center software 98

TechSee

SEPTEMBER 24, 2019

That’s exactly why companies must strive to make sure all touchpoints are harmonized in terms of content, messaging and tone of voice, including marketing communications and customer service scripts, at every milestone along the customer journey. If Customer Service has not yet resolved a customer’s issue, a planned upsell should be delayed.

Customer Experience 150

Customer Experience Self service Analytics Banking 150