Tips to Make Your Contact Center More Productive


Productive reps are the backbone of any contact center. But when you’re dealing with a large volume of calls, even the smallest inefficiencies can add up. Call controls like dialing, hanging up, transferring calls and creating a conference can be used right in the CTI interface.

The Talkdesk Difference: Contact Center Integrations


The contact center is the easiest way to connect two people in a real-time, personal conversation, but companies can use the contact center to connect to more than just their customers. Call Center

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The Importance of Collaboration in the Contact Center


But how can contact center leaders accomplish this? Data flows through contact centers thick and fast, and keeping on top of it all can be a huge problem for any contact center of considerable size. How Can Contact Centers Improve Collaboration?

Improving Inbound Contact Center Metrics


Salesforce recently released an infographic on Call Center Best Practices. Alongside their post on 6 things a rep should never say , it’s a great resource if you’re in charge of – or part of – an inbound contact center. Uncategorised Customer Contact Central

Automated Quality Management Drives Objective Evaluations, Job Satisfaction


In 2018, the contact center industry will be all about automation. The groundswell of interest in automating many of the traditionally routine tasks in the contact center is creating a substantial impact on both employee engagement and the customer experience, and we expect this automation groundswell will do nothing but grow in the months and years ahead. contact center industry, and likely the global contact center industry.

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


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.

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


My first sales job was at a contact center in the early 2000s. 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.

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


Improve contact center operational efficiency. If there is one thing every contact center has in common, it's that they all appreciate the value of efficiency and recognize how important it is that operations run quickly, smoothly and with as little error as possible. CTI quickly becomes a crucial investment for any contact center. The post How CTI Can Help Contact Centers Get the Most from Their Data appeared first on InGenius.

What Is The Importance Of CTI In Contact Centers?

Dialer 360

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.

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Keep Your Best Contact Center Talent Engaged and Efficient through Tech


With performance demands on contact center staff consistently on the rise, how can you enable your team to produce above their current levels without inducing stress and employee turnover? Let your call center agents focus on customers, not technology.

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


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.

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


As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds. 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.

6 Ways Predictive Dialers Drive Brand Success


In the contact center, time is everything. 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. Contact center costs are greatly reduced when a predictive dialer is used.

25 Handy Call Center Hacks You Can’t Live Without


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.

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


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).

Killer Ways Predictive Dialers Can Drive Your Brand Success You Desire


Time Lost Cannot Be Regained In the contact center, time is everything. 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.

Four Familiar CTI Problems and How to Solve Them


Advice on how to improve CTI performance in your contact center. Computer Telephony Integration (CTI) is a fundamental component of any modern contact center and plays an active role in boosting agent productivity, reducing expenses and ensuring that customer expectations are consistently met – but it can have its problems, too. Uncategorised Customer Contact Central

Demystifying CTI: A Glossary of Basic Terms for Newbies


If you're thinking of investing in a computer telephony integration (CTI) solution for your contact center to integrate the voice channel with your CRM, you will undoubtedly have come across several of the terms mentioned in this list. Call Logging. Call Recording.

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InGenius for ServiceNow CSM


ServiceNow is an easy-to-use service management solution that allows contact center agents to proactively identify and remedy issues on a service health dashboard. Agents are able to make calls by clicking on a phone number in ServiceNow. Call Logging.

Dreamforce 2019


CTI is a software solution that integrates phone systems into CRMs so contact centers, sales teams, or anyone else who spends lots of time on the phone, can focus on doing their work and not on small tasks like dialing out or searching for a customer's info.

Top Things to Consider When Choosing a CTI Solution


Though the benefits of CTI can be powerful for your contact center, choosing the right solution for your business can be difficult unless you know exactly what you're looking for. Uncategorised Customer Contact Central

Introducing: Talkdesk Callbar


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. We created Callbar to provide maximum flexibility for contact centers. Call Center Talkdesk

Turn Your Logged Calls into Reporting Gold


When you integrate calls into your CRM, you get lots of raw data to work with. The first step is to build the critical contact center reports that will enable you to measure and manage your contact center performance. Uncategorised Customer Contact Central

The Canadian Football League and 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.

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.

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

How does a contact center know it’s consistently delivering high quality service? Here’s a list of the most crucial metrics that inbound call center must measure. First Contact Resolution. First Contact Resolution (FCR) is an essential part of managing your company’s relationship with your customers. From a recent poll , over 60% of contact centers track First Contact Resolution as a KPI. Cost Per Contact.

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. While agents hold the keys to your company’s success, they are also the most expensive resource you have – accounting for 60% to 70% of expenses in a contact center.

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


It enables you to proactively monitor your global contact numbers, isolate issues, and resolve them before there’s a major impact on your customer engagement and your brand reputation. Aren’t call failures rare? Actually, call failures are more common than you might think.

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


It enables you to proactively monitor your global contact numbers, isolate issues, and resolve them before there’s a major impact on your customer engagement and your brand reputation. Aren’t call failures rare? Actually, call failures are more common than you might think.

LIVE: Opentalk Product Announcements


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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Are the Pressures of Metrics Weighing You Down?


Contact centers have many key performance metrics to achieve: AHT, CSAT, FCR, NPS. 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.

A To Z Call Center Terminologies: Everyone Should Have Aware Of !

Dialer 360

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.

Predictive Dialer vs Auto Dialer: Which is right for your business?


Sales reps have to manually look over other ‘after call’ works too. That includes manually deciding and dialing prospects, call logging, remembering key points, writing notes after the call and others. Waiting for the prospect to pick up the call.

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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.

IOT: Salesforce Introduces New Service Cloud Lightning Console and Wave Analytics App

Natalie Petouhof

Companies struggle to deliver on these expectations because their company and contact centers are filled with technology from 20 years ago. In addition, operational data from other customer service systems​ such as call logs, chat history, CTI data and web clicks can be surfaced.

Calculate How Much Talkdesk for Sales Increases Your Revenue


At Talkdesk , we project revenue totals based on four data points: number of agents, number of calls each agent makes in a day, conversion rate and average deal size. This new call volume is multiplied by the increased conversion rate to determine your new revenue estimate.