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?
NobelBiz
FEBRUARY 14, 2023
This can be achieved through coaching agents and implementing technology solutions that can automatically fill dead air time with pre-recorded messages or music. Teach agents techniques for keeping the conversation flowing and reducing dead airtime. Provide regular coaching and feedback to help agents improve their skills.
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Hodusoft
JULY 19, 2023
Call Monitoring and Whisper Coaching: Managers or supervisors can listen to live calls to monitor agent performance and provide real-time guidance through Whisper Coaching. Make sure they understand the features, call handling processes, and how to use tools such as CRM integrations and call scripts.
DMG Consulting
OCTOBER 6, 2023
Some of the more common applications for generative AI are: Self-service solutions – utilized in intelligent virtual agents (IVAs) and bots for system testing, identifying and building intents, composing conversation responses, sentiment detection, and more Omnichannel routing – enable behavioral, preference, data-driven, and propensity-based routing (..)
Balto
JUNE 13, 2022
When managers have to interact with customers due to an escalation, it pulls them away from agent coaching, training, and other duties that can help reduce other escalations. Training also requires coaching on handling escalations. A survey by Balto showed that 64% of agents thought there needed to be changes to scripts.
Balto
MAY 12, 2022
Difficult objections, complicated scripts, a lack of understanding about the customer, and any number of other factors can make sales more difficult. Sales calls are a careful dance. Scripts are an agent’s roadmap for success, leading them over objections and through every proper turn as they approach a win. Get a Demo.
Enghouse Interactive
APRIL 28, 2019
Process Flow: One of the most important operating principles in contact centers is the adherence to communication scripting and workflow. Cost Savings – Ongoing management enables the organization to continually fine-tune processes, call flow scripting, special offer handling and other mission critical responses.
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