Automated Quality Management Drives Objective Evaluations, Job Satisfaction

Verint

Current quality management best practices dictate the review for scoring of a small percentage of random calls for each agent, typically less than ten percent. Also, if a new agent is having problems in his or her job, it often takes months of reviewing random calls to accurately discover the root of the problem. In the meantime, the agent continues to struggle through each call. percent of our survey respondents currently own a call logging solution.

Tips to Make Your Contact Center More Productive

InGenius

But when you’re dealing with a large volume of calls, even the smallest inefficiencies can add up. Common pain points like repetitive data entry, clunky call transfers, and complicated call-wrap up can all decrease agent productivity and employee satisfaction.

Improving Inbound Contact Center Metrics

InGenius

Salesforce recently released an infographic on Call Center Best Practices. One of the things the infographic highlights is what TechTarget describes as the 7 most important call center metrics for your company. Response time: the average time it takes to respond to a customer call.

Dreamforce 2019

InGenius

In addition to our standard features like screen pop, automated call logging, and screen transfer, there are a few new integrations we'll be demoing. Dreamforce 2019 , the annual Salesforce conference, is almost upon us!

Aircall Takes (Another) Top Prize At Salesforce Demo Jam

aircall

But, t here is one type of hardware we’re becoming quite fond of: Following our November victory at French Touch Dreamin’ , Aircall took home another trophy today at London’s Calling — the largest Salesforce community event in Europe. Add context to a live call via comments and tags.

Hubdate: What’s new with Infinity?

Infinity

This may include large updates that push the possibilities of call tracking forward significantly, or more functional ones to ensure our clients have the smoothest experience possible. This will help speed up searches for calls that matter to you. Download call recordings in the Hub.

Demystifying CTI: A Glossary of Basic Terms for Newbies

InGenius

Caller ID, often abbreviated as CLID or CID, is a feature that shows you who is ringing your phone before the call is picked up. Call Logging. Call logging means recording the details of a customer interaction into a CRM at the end of every conversation.

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After Call Work – Why it Matters and How to Ensure it’s Done Right

TechSee

After call work (ACW) refers to the tasks completed by a customer service agent once the call with the customer has been completed. This article explains the importance of after call work and explores emerging approaches to streamlining the post-call process for frontline employees.

Making the Most of Data for Sales Teams

InGenius

A customer relationship management (CRM) system like Salesforce allows users to manage their emails, log activities, add notes from calls, and create follow up tasks. In today's sales landscape, it's no longer enough to just be confident in your product and its features.

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Are the Pressures of Metrics Weighing You Down?

InGenius

Computer telephony integration, or CTI, helps trim precious seconds off each call and improves the customer experience to ensure your call center agents deliver peak performance. Call notes and related objects go with the call, keeping customers happy and agents productive.

InGenius for ServiceNow CSM

InGenius

Agents are able to make calls by clicking on a phone number in ServiceNow. When a call comes through, the customer's information appears on the screen. This puts the interaction history of callers at agents' fingertips, allowing them to start calls on a warm note. Call Logging.

Four Familiar CTI Problems and How to Solve Them

InGenius

With this in mind, it is important to look at what features the CTI solution can offer to encourage user adoption – things like automated call logging, integrated phone controls, click-to-call – and to ensure that every agent is using the CTI solution to its full capacity. Advice on how to improve CTI performance in your contact center.

Fonolo Investigates: How Retailers are Using Customer Data to Gain a Competitive Advantage

Fonolo

This data, gleaned from social media, web visits, call logs, and other sources, can help you improve customer experience (CX) and maximize the value delivered. Staffing call centers is a huge challenge for the industry. This challenge is especially apt for retail call centers.

How to Improve Customer Experience Using Employee Feedback

ProProfs Blog

Match the employee’s feedback data with call logs. Organizations gather customer experience data through CSAT (customer satisfaction) surveys that are built into their help desk ticketing systems.

How CTI Can Help Contact Centers Get the Most from Their Data

InGenius

With innovative features such as screen pop, for example, agents are able to quickly familiarize themselves with their customers' information, including their personal details and their previous interactions with the company across multiple channels (voice, live chat and email) as soon as a call is answered. For regulated industries where compliance and information security are key, there may also be a need to restrict the free form notes that agents take when on a call.

New Feature: Callbar CTI for Any Talkdesk Integration

Talkdesk

Contact screen pops provide agents quick access to critical customer information before they pick up a call. This allows them to properly review any open tickets or past calls with the caller and then personalize the conversation to ultimately drive customer engagement and satisfaction.

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How Transparency Is Transforming FR8Star’s Operations (and Industry)

aircall

If you prefer the do-it-yourself route, you can spend the next few days calling carriers, analyzing estimates, and verifying credentials. Aircall’s insights into missed calls, for example, helped Archit visualize exactly where callers were abandoning the main IVR menu.

6 Proven way to improve sales reps productivity with Cloud telephony

JustCall

Sales reps have to go for multiple calls and process that are mostly disorganized and not streamlined. That’s where a cloud telephony solution comes into the game, acting as a co-pilot for sales reps by handling all the manual tasks related to calls. Website Click to Call button.

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Top Tips to Improve Inbound Customer Service

CSM Magazine

That is your call center experience. In other words, your call center support is very important. Hire the Right Call Center Outsourcing Partner. Having excellent inbound customer service all starts with hiring the right call center outsourcing partner.

Top Things to Consider When Choosing a CTI Solution

InGenius

If you were to consider the huge volume of calls and interactions the average call center receives daily, it's clear how even the smallest efficiencies can quickly add up.

Call Center Software: How to Choose the Best Software (Tips & Best Practices)

Callminer

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software.

Introducing: Talkdesk Callbar

Talkdesk

Callbar is the fastest, most reliable way to handle Talkdesk phone calls. It’s a web application that allows users to make and receive phone calls from anywhere on the desktop. One of our favorites is the ability to take notes directly in Callbar during a call.

4 ways a collaborative phone solution will benefit your customers

aircall

A traditional phone installation can be rather fragmented: SIP phones for hardware, disparate software for contacts, call logs, support tickets, task assignment, etc. No one likes calling a support number and feeling like a problem being passed around like a hot potato.

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4 ways a collaborative phone solution will benefit your customers

aircall

A traditional phone installation can be rather fragmented: SIP phones for hardware, disparate software for contacts, call logs, support tickets, task assignment, etc. No one likes calling a support number and feeling like a problem being passed around like a hot potato.

voip 98

New JivoChat Features: ?Statuses and Responsible Agents

JivoChat

Make and receive calls via the Jivo mobile app. Call directly from your smartphone! Make and receive calls and get callbacks directly from the Jivo app. This function works well when you get a reminder to call a client, but you’re not close by to your laptop.

How to use click-to-dial and 7 other tricks to be better at sales

aircall

The rate of contact measures the ratio of generated opportunities to total outbound calls. If that’s the case, it’s time to examine emails and call recordings. Taking productivity shortcuts (click-to-dial, call logging, etc.). Automatic call logging.

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The Canadian Football League and InGenius

InGenius

Using InGenius core features like screen pop, click-to-call, and call logging - the RedBlacks contact center can now easily deal with more cases in less time. With screen pop in particular, the receiving agent gets a full summary of your call.

5 Tips to Handling an Increase in Ticket Volume

TeamSupport

For example, creating a tag calledLog-in Issues” can allow agents to easily access common log-in problems of the past and how they were resolved. Working in a customer-centric industry, there are some days when it seems like everybody wants to talk to you.

The Importance of Collaboration in the Contact Center

InGenius

For example, if an agent in sales is asked to answer a question from a repeat caller, the screen pop feature will pop the appropriate lead record as soon as the call is answered. CTI solutions also provide all the personal information and notes left by previous agents in call logs.

Call Centers: Here Are 10 Knowledge Management Mistakes That You May Be Making

Zingtree

Knowledge management is one of the most important business functions in any industry – for call centers, in particular, having an effective knowledge base isn’t just a nice-to-have, it’s necessary. – More accurate call logging, and reduced after-call work (ACW).

Bring the Human Experience Back into your Contact Center with InGenius CTI

InGenius

I was expected to call over 100 people each day and to throw my pitch to as many people as would listen, trying to get as many to stick as possible. When I think back to my previous call center days, scheduling a follow-up call with a client was an ordeal.

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6 Ways Predictive Dialers Drive Brand Success

VocalCom

Fortunately, predictive dialers offer the perfect solution to this problem, as this automated technology filters out obstacles and places calls at optimal times to ensure better results. The dialer automatically determines best call times, predicts when a current call will end, and wastes no time in dialing the next number. All call activity is captured directly into the CRM while further offering real-time metrics and KPIs for improved sales practices.

The Benefits of CTI for Cisco Users

Tenfold - Contact Center Blog

Are you in a high call volume environment? You’re probably familiar with how important it is to save time on each call while also ensuring the quality standards are met. For call centers, sales floors, and other client-facing teams engaged in huge amounts of voice-based activities, there is a constant need to improve efficiency and accelerate processes. One less second per call in a floor of a hundred agents easily means significant impact to the bottomline.

Does Your Call Center Have The Right Tools For The Job?

Calltools

So what do you need to provide your call center with? Does your call center have the right tools for the job? Here 5 things every call center needs to be successful. 1) Comfortable Ergonomic Chairs Your call center employees spend most of their working hours in their desk chair.

Turn Your Logged Calls into Reporting Gold

InGenius

When you integrate calls into your CRM, you get lots of raw data to work with. Self-Service Usage: Looking at a call results report, you can see the reasons why customers are calling in. Blend call data with your customer data and turn it into reporting gold.

Killer Ways Predictive Dialers Can Drive Your Brand Success You Desire

Hodusoft

Fortunately, predictive dialers offer the perfect solution to this problem, as this automated technology filters out obstacles and places call at optimal times to ensure better results. In addition, fewer agents are needed to make calls as their productivity is increased greatly.

The Value of Enterprise Mobility—Spread the Love

Avaya

Enterprise grade in this context means having call logs, directories, presence capabilities and access to enterprise collaboration tools like video and web conferencing, no matter where or how you work, or on what.)

The Talkdesk Difference: Contact Center Integrations

Talkdesk

Information from these calls can be used in plenty of other business processes to streamline activities and make more informed decisions. Actions or alerts can be set up to respond to abandoned calls, missed calls, low CSAT scores, voicemails, large queues, etc. Call Center

7 Unexpected Benefits of Call Recordings

CrazyCall

Any time you call customer service or get a sales call you can hear the same phrase. “To improve quality of our calls/for security purposes/for training purposes this call will be recorded.” What is call recording? Does my business need call recordings?

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Keep Your Best Contact Center Talent Engaged and Efficient through Tech

InGenius

Let your call center agents focus on customers, not technology. Quotas, KPIs, goals and targets can only go so far in boosting call center agent performance. It’s no surprise that businesses are starting to realize the largely untapped potential of their employee base.