Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. You’ll improve customer experience metrics like average handle time and first call resolution. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Serenova

MAY 29, 2020

Monitor agent calls for coaching opportunities. Monitor interactions to identify exactly where agents are delivering great service while uncovering opportunities for training and coaching. You’ll improve customer experience metrics like average handle time and first call resolution. Smart Quality Management.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Callminer

FEBRUARY 21, 2018

This is a service that will put callers on a virtual hold and will call them back when it’s their turn. This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature. This makes the call center more adaptable and easier to install.

call center software 210

call center software Call Center Contact Center Analytics 210

Dialer 360

NOVEMBER 16, 2018

On another hand, this is flexibility for the reps and allow contact center managers. The flexibility if the call center needs more or fewer reps at a particular time. Boost First Call Resolution (FCR). It will change in call volumes that help to maintain service levels.

Service level 23

Service level Contact Center Schedule adherence Call Center 23