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.

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Best Practices for Working from Home with InGenius

InGenius

The same features you were used to from the office are still there, so you can continue to work the way you're used to when making or taking phone calls. Automated call logging. InGenius allows users to set up call log templates that can be used with the click of a button.

How Call Tracking Software Can Assist Your Marketing Campaigns

VirtualPBX

With half a dozen DID numbers in circulation, our in-house call tracking software, Advanced Call Reports, helps us keep track of our efforts. The process of tracking one or many numbers in your campaigns takes only two primary steps in Advanced Call Reports.

Remote Contact Center Management with Upland InGenius

InGenius

InGenius captures real-time data directly into the CRM, so supervisors will still have visibility into their agents' work performance with the following data metrics captured on most InGenius monitored calls: Agent call volume. Call results.

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.

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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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.

Could You Automate These 4 Front-Line Contact Center Tasks?

Babelforce

In this post: 4 contact center tasks you should be able to automate Identifying inbound callers Real-time customer data Data entry Managing outbound calls How babelforce users automate tasks. Finding a caller’s profile manually can easily put an extra 20 seconds on every call.

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Could You Automate These 4 Front-Line Contact Center Tasks?

Babelforce

In this post: 4 contact center tasks you should be able to automate Identifying inbound callers Real-time customer data Data entry Managing outbound calls How babelforce users automate tasks. Finding a caller’s profile manually can easily put an extra 20 seconds on every call.

APIs 52

Could You Automate These 4 Front-Line Contact Center Tasks?

Babelforce

In this post: 4 contact center tasks you should be able to automate Identifying inbound callers Real-time customer data Data entry Managing outbound calls How babelforce users automate tasks. Finding a caller’s profile manually can easily put an extra 20 seconds on every call.

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Manage Calls Efficiently With Zapier Slack Notifications

VirtualPBX

Want to make your call handling more efficient with real-time Zapier Slack notifications? This tutorial will show you how to easily configure Zapier to recognize when you have an incoming call on your VirtualPBX Phone Plan. In this Zap: Action : Your VirtualPBX account receives a call.

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.

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.

Knowledge Powered CTI: The perfect marriage of solutions to empower contact center agents

InGenius

Upland InGenius gives agents the ability to make and receive calls by creating what is essentially an extension of the phone inside the same browser pane as their CRM. Imagine this perfect scenario: A contact center with tenured and empowered agents.

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What are the Important Operations Management Trends to Follow?

Etech

Call center operations are vital to the success of any business enterprise. Many call center operations use chatbots and automated voice systems to help sort through the incoming call logs.

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!

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.

Virtual Call Center – Support Business From Anywhere During COVID

JustCall

The COVID-19 scare has shut down almost all on-premise call centers. Most call center agents who work from home now, have been relying on wired desk phones and complex storage equipment. A virtual call center driven by a cloud phone system turns out to be a great solution here.

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.

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.

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 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.

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.

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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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.

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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With Call Scoring, You’re The Coach

Calltools

Call scoring is like an NFL game, where your sales agents are players and you’re the coach. Like Vince Lombardi coaching the Green Bay Packers at half time, you need to gauge the performance interactions of your own team members in order to facilitate proper call center management.

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.

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.)

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.

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.

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.

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.

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

5 Ways to Manage Incoming Emails

Inbenta

Discretion: calling a bank or insurance company contact centre while being at work would probably not be appreciated by our colleagues (and even less so by our boss!). ” Similar conversations often take place in call centres, resulting in frustrated and angry customers.

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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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.