Verint

DECEMBER 15, 2017

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.

Quality management 26

Quality management Call Logging Management Surveys 26

InGenius

JULY 16, 2018

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.

Contact Center 177

Contact Center Call Logging CRM Enterprise 177

aircall

FEBRUARY 16, 2018

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.

Call Logging 62

Call Logging Travel Metrics Call Center 62

ProProfs Blog

MARCH 5, 2019

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.

Feedback 100

Feedback Abandon rate Surveys Call Logging 100

InGenius

OCTOBER 1, 2018

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.

Technical Support 157

Technical Support Contact Center Call Logging Travel 157

InGenius

JUNE 2, 2017

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.

Metrics 62

Metrics Call Logging CRM Contact Center 62

InGenius

AUGUST 27, 2018

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 Logging 51

Call Logging Finance Travel CRM 51

B2B Customer Service Blog - TeamSupport

APRIL 5, 2019

For example, creating a tag called “Log-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.

Call Logging 55

Call Logging Morale Self service Customer Support 55

InGenius

NOVEMBER 12, 2018

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 Logging 62

Call Logging Contact Center CRM Multichannel 62

Talkdesk

FEBRUARY 15, 2017

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.

CRM 52

CRM Call Logging call center software Call Center 52

aircall

MAY 24, 2018

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.

Construction 71

Construction Call Logging Analytics Call Center 71

VocalCom

DECEMBER 18, 2017

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.

Abandon rate 75

Abandon rate Call Logging Sales Metrics 75

Hodusoft

JULY 23, 2018

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.

Abandon rate 56

Abandon rate Call Logging CRM Enterprise 56

Calltools

MARCH 6, 2019

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.

Wireless 52

Wireless Telemarketing call center software Call Center 52

aircall

MAY 11, 2017

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 99

voip Call Logging Interactive Voice Response First call resolution 99

Talkdesk

JANUARY 17, 2017

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.

Call Logging 74

Call Logging Contact Center Accountability Customer Service 74

aircall

MAY 19, 2017

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.

Sales 91

Sales Call Logging CRM voip 91

InGenius

JANUARY 10, 2018

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.

Entertainment 74

Entertainment Call Logging CRM Wait times 74

Zingtree

MARCH 22, 2018

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).

Call Center 71

Call Center Management Average Handle Time Call Logging 71

Dialer 360

JANUARY 18, 2019

A contact center in general term for any place or location where calls are made and received. Another, call center puts more emphasis on customer contact, CX. In the contact center, having in-depth knowledge about call center jargons, essential for reps’ success.

Contact Center 67

Contact Center Automatic Callback Telemarketing Abandon Call 67

Dialer 360

JANUARY 8, 2019

In this era computer telephony is the use of computers to manage calls. It describes the digital service of call centers. Include those direct to your phone call to the right department. The initiate and manage the phone calls that you can think.

Contact Center 68

Contact Center voip Call Logging Call Center 68

Tenfold - Contact Center Blog

JUNE 6, 2018

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.

Average Handle Time 57

Average Handle Time Call Logging CRM Wait times 57

InGenius

MAY 10, 2018

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.

Call Logging 62

Call Logging CRM Self service Sales 62

Avaya

SEPTEMBER 26, 2016

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.)

Enterprise 97

Enterprise Call Logging Government Personalization 97

Talkdesk

AUGUST 15, 2017

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

Contact Center 52

Contact Center Abandon Call Call Logging Management 52

InGenius

OCTOBER 19, 2017

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.

Call Logging 62

Call Logging CRM Call Center Technology 62

Dialer 360

SEPTEMBER 7, 2018

These very important to have a thriving call center. Call center terminologies that everybody should have aware of. Here is call center around the globe experiencing growth in technologies. The Amazing A to Z Call Center Terminologies. Abandoned call. Call Logging.

Call Center 62

Call Center Automatic Callback Contact Center Abandon Call 62

aircall

MAY 19, 2017

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.

Sales 62

Sales Call Logging CRM voip 62

aircall

MAY 11, 2017

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 62

voip Call Logging Interactive Voice Response First call resolution 62

Talkdesk

MAY 17, 2016

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.

APIs 52

APIs Call Logging Call Center call center software 52

Fonolo

AUGUST 22, 2017

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.

Call Center 107

Call Center Call Logging Scripts Benchmark 107

aircall

MARCH 7, 2017

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.

call center software 86

call center software voip Coaching CRM 86

NewVoiceMedia

APRIL 17, 2018

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.

Call Logging 48

Call Logging CRM Surveys Self service 48

Tenfold - Contact Center Blog

DECEMBER 28, 2017

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.

call center workforce 68

call center workforce Technology Call Center Management 68

Customer Interactions

FEBRUARY 12, 2015

Body-worn video must be fully integrated into the evidence management process, enabling it to be easily organized, reviewed, and shared along with other multimedia such as cell phone videos, radio communications, 9-1-1 calls, pictures, and CCTV.

Government 39

Government Technology Call Logging Analytics 39

aircall

DECEMBER 6, 2016

This is called Voice over Internet Protocol. Your team will use SIP-enabled hard phones to place calls. Your phone calls happen through your browser, or your provider’s app, right on your computer. How heavy is your call volume? Could transferring calls be easier?

voip 92

voip Call Logging Consulting Consulting 92

aircall

NOVEMBER 4, 2016

This allows users to perform all call-related tasks, usually handled through a PBX or key system telephone, directly from their desktop. This technology is often used in call centers, since they field a large volume of calls, and continually seek to enhance productivity.

Customer Support 93

Customer Support Automatic Callback voip Call Logging 93

aircall

NOVEMBER 9, 2016

What’s the difference between on premises and cloud-based call center ? The first step towards picking the right call center software is knowing your options. These are the four most common types of call center software. Let’s take a look: On premises call center.

call center software 92

call center software Call Center voip virtual call center 92

aircall

MARCH 7, 2017

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.

call center software 62

call center software voip Coaching CRM 62

Freshcaller

JULY 2, 2018

Just because you once chose a certain call center software to run your business, when there weren’t other reliable competitors, doesn’t mean you need to tie yourself to it for eternity. Call center software features apt for small businesses. Call recording. Call Forwarding.

call center software 52

call center software Call Center Construction Call Logging 52