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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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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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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.

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.

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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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).

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.

Why the world’s leading brands are prioritizing in-country number testing?

Spearline

The quality of the call experience strongly influences your customers’ perception of your business and your brand. In addition to agent-customer conversations, voice analytics, voice-bot call flows, and true interactive voice response (IVR) have a fundamental need for good audio.

Why the world’s leading brands are prioritizing in-country number testing

Spearline

The quality of the call experience strongly influences your customers’ perception of your business and your brand. In addition to agent-customer conversations, voice analytics, voice-bot call flows, and true interactive voice response (IVR) have a fundamental need for good audio.

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.

Forward a Call via Voice Proxy with PHP

Nexmo

Today’s post shows you how to proxy a voice call so that it appears to come from another number. This is not as dubious as it sounds: there are many compelling business reasons why you might want to hide a caller’s real number from other parties in the call. Log call events.

APIs 99

Forward a Call via Voice Proxy with PHP

Nexmo

Today’s post shows you how to proxy a voice call so that it appears to come from another number. This is not as dubious as it sounds: there are many compelling business reasons why you might want to hide a caller’s real number from other parties in the call. Log call events.

APIs 99

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.)

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.

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.

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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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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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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25 Handy Call Center Hacks You Can’t Live Without

Fonolo

Call centers get a bad rap for being stress inducing, soul sucking, and just plain dreadful places to work. That may be true for some, but if you’re a savvy call center leader, making the most of your work, and walking away from each day unscathed, is completely possible. Take calls.

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

9 Best Ways to Increase the Call Center ROI with Auto Dialer

Dialer 360

More often call center are no exception as virtual-based contact center software. The purpose of providing a considerable call volume consistently. The software analyzes the availability of reps and routes the call to them. Improve Call Connect Charges. Filter-Based Calls.

How to Help Your Agents Breeze through Their After Call Work

aircall

One of the most important yet overlooked aspects of a call center agent’s duties is after call work. This article will explore ways that to expedite and simplify after call work, and make it an asset rather than a chore. What is after call work? Shared call inbox.

LIVE: Opentalk Product Announcements

Talkdesk

We announced a suite of updates, new features, expanded integrations and other advancements to our award-winning cloud-based call center software today. Talkdesk for Slack offers call center teams a new way to use internal communications to improve the customer experience.

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5 service expectations that brands aren't meeting

NewVoiceMedia

Capabilities such as intelligent call-routing, and using a centralised platform capable of tracking customer queries across every channel, offer the simplest ways to ensure your business is meeting the expectations of channel-switching customers. Contact centres often field high volumes of calls for relatively few scenarios. Most contact centre professionals (70%) said they manually update their CRM record after each call. Today’s consumer has become more demanding.

Essential Technologies in Call Center Workforce Management

Tenfold - Contact Center Blog

Improved agent efficiency and productivity turn call centers from a cost into a profit. Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated. Leading Technologies for Workforce Management in Call Centers.