Talkdesk

DECEMBER 23, 2020

The Spring 2020 rollout of the first and second rounds of the Paycheck Protection Program (PPP) was tarnished by exceedingly high call volumes, excessively high call handling and wait times for small business owners contacting banks for a lifeline.

Banking 126

Banking Real estate Government Contact Center 126

JustCall

MARCH 7, 2023

It is important to equip your call centers with the right toolset and insight for them to function well. Nearly half of customer service agents already find it hard to manage tough conversations. For example, checking order status is a form of self-service that eCommerce businesses provide to their customers.

Contact Center 52

Contact Center Analytics Average Handle Time Call Center 52

8x8

JUNE 18, 2018

Sure, if you manage a team of superheroes. Give your sales, operations, and customer service teams and supervisors some serious superpowers, with 8x8 Contact Center : CX-Ray Vision : See inside the entire customer experience pipeline. All-knowing Seer: Quickly detect when calls begin stacking up. Slam-dunk, right?

Average Handle Time 48

Average Handle Time Contact Center Call flow Wait times 48

pindrop

JANUARY 8, 2021

Protect features a best in class case management tool that flags calls based on a customizable risk threshold. Helping to optimize contact center workforces, increase capacity for calls, and improve IVR containment rates. Passport Improves Customer Experience and Expands Self-Service Options.

Average Handle Time 40

Average Handle Time contact center workforce Interactive Voice Response Call flow 40

Xaqt

JANUARY 7, 2020

What's even worse is when call volume spikes are unpredictable or volatile in nature, making it near impossible to properly staff to manage the high call volume. The issue was caused by poor performance by the City's Waste Management Contractor, however the 311 agents were taking the brunt of citizen frustration.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Call Center Call flow 52

JustCall

APRIL 12, 2023

Useful features Call Routing Call Recording Call Management Blended Call Center Call Logging, Virtual Call Center, Call Reporting , etc. Useful features Call Routing Call Recording Call Management Blended Call Center Call Logging, Virtual Call Center, Call Reporting , etc.

Real estate 52

Real estate Interactive Voice Response CRM Call Center 52

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. It’s no secret that many people can’t stand call centers…”.

Call Center 561

Call Center Metrics Contact Center Wait times 561

JustCall

MARCH 23, 2023

This system enables businesses to prioritize calls depending on the callers’ value. It enables businesses to conveniently manage call volumes by directing the callers automatically to the agent or department most suited to their requirements. This is because callers can get the right information after a single call.

Interactive Voice Response 98

Interactive Voice Response Self service Abandon rate Telemarketing 98

NobelBiz

MAY 9, 2023

Brad Butler, Contact Center Software Consultant @ NobelBiz Improved Agent Productivity Long wait times can be a significant challenge for contact centers, causing negative consequences for both agents and customers. This ultimately impacts the quality of the customer service they provide.

Best practices 98

Best practices Call Center Gamification Contact center software 98

NobelBiz

JANUARY 17, 2022

Similarly, some agents will be faster than others when providing the same service. What are the benefits of managing and monitoring the AHT? Naturally, every manager strives to increase traffic flow and reduce expenses. They aim to reduce the time it takes to handle a call and optimize it to be as brief as feasible.

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

JustCall

APRIL 9, 2024

. > Kixie PowerCall: A PC/mobile compatible dialer with a Do Not Call list and auto-SMS functionality. > > Webex by Cisco: A cloud-based calling solution with call center features. > > Genesys Cloud CX: A contact center platform with a flexible VoIP dialer and self-service provisioning. >

voip 40

voip Sales Scripts CRM 40

Noble Systems

NOVEMBER 17, 2020

The use of CTI has expanded to include a range of computer-phone connected functions that help improve the management of customer calls. CTI capabilities provide a range of features for your premise or cloud call center software to help improve productivity and efficiency with better call management. Who uses CTI?

Interactive Voice Response 57

Interactive Voice Response Technology Customer Experience call center software 57

Hodusoft

JANUARY 18, 2023

Skill-based routing : It directs calls to the most suitable agent based on their skills and expertise improving the FCR rate and lowering abandonment rate. Multi-level IVR: It creates customized menus and prompts to streamline the call-handling process and improve the patient experience. RingCentral.

call center software 52

call center software Healthcare Call Center Interactive Voice Response 52

JustCall

OCTOBER 4, 2022

2) ‘Call Routing’ with Drag and Drop Functionality. Call routing empowers agents to set customized rules relating to call management. For example, agents can set rules regarding which agents/departments to route the calls to and what to do if no one is available to take a call.

voip 52

voip Interactive Voice Response CRM Abandon rate 52

Enghouse Interactive

SEPTEMBER 3, 2021

Additional benefits were achieved through more extensive internal contact center collaboration, enabling supervisors to collaborate using chat and team collaboration workspaces while also simplifying the management of their agent teams. . Increases productivity by improving call flows. Announcing Enghouse UC!

contact center solutions 66

contact center solutions Contact Center Call flow Enterprise 66

Enghouse Interactive

SEPTEMBER 20, 2021

EnghouseUC has an elegant, intuitive GUI [see above] that simplifies and accelerates interactions and will help reduce wait times by handling multiple queries simultaneously. It accelerates the deployment of hybrid (office, remote) work environments and centralizes system administration and ongoing management. Find out more.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67