Tips to Make Your Contact Center More Productive


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.

6 Ways Predictive Dialers Drive Brand Success


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.

Are the Pressures of Metrics Weighing You Down?


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.

Four Familiar CTI Problems and How to Solve Them


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. Advanced solutions will even integrate with popular CRM platforms such as Salesforce and Microsoft Dynamics straight out of the box. Advice on how to improve CTI performance in your contact center.

Killer Ways Predictive Dialers Can Drive Your Brand Success You Desire


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.

Top Things to Consider When Choosing a CTI Solution


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.

Contact Center Terminology 2019 That You Need To Know

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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.

Turn Your Logged Calls into Reporting Gold


When you integrate calls into your CRM, you get lots of raw data to work with. With InGenius integrating telephony and CRM data, access to these reports is immediate instead of having to wait for the batch reports generated by your telephony team.

What Is The Importance Of CTI In Contact Centers?

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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.

The Canadian Football League and InGenius


That's right, the 2016 Grey Cup champions use InGenius to integrate their phone system with their CRM. 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.

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


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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Keep Your Best Contact Center Talent Engaged and Efficient through Tech


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 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).

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.

4 ways a collaborative phone solution will benefit your customers


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

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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.

How to Help Your Agents Breeze through Their After Call Work


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.

5 service expectations that brands aren't meeting


NewVoiceMedia recently partnered with the market research firm Opinion Matters to analyse survey responses from 1,000 contact centre professionals who use customer relationship management (CRM) systems. 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.

Essential Technologies in Call Center Workforce Management

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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.

How to Choose the Right Business Phone System?


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?

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Computer Telephony Integration: 8 Ways It Benefits Customer Support


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.

On Premise vs. Cloud-Based Call Center Software: How to Make the Call


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.

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

Here’s a list of the most crucial metrics that inbound call center must measure. It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. FCR is measured by dividing the number of cases resolved in a single call to the total number of issues that have been resolved. A 2016 survey by Call Center Helper shared that 62.7% Abandoned Call Rate.