ShepHyken
OCTOBER 29, 2021
Before you decide upon a call center system for your organization, consider the following: . Your call center knowledge base must integrate with all of the channels. It allows calls to be logged on for follow-up later. CRM integration . Outgoing calls . Call scripting .
InGenius
MARCH 26, 2020
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. The duration of calls is captured by InGenius and saved in the call log or activity.
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InGenius
APRIL 14, 2020
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. It takes just one click to make outbound calls or to answer incoming calls, with full visibility of the contact and any context of the call.
JustCall
APRIL 3, 2024
Ensure your dialing platform integrates with CRM or spreadsheet platforms to avoid post-call manual data entry for agents. Without easy integration, it is also difficult to import contacts from spreadsheets or CRM software. This includes lead management, call logging, and generating summaries.
TechSee
SEPTEMBER 18, 2019
Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base. The importance of after call work. The importance of after call work.
Inbenta
FEBRUARY 27, 2020
To do so, agents need to be able to easily access the email (and phone call) logs for all customers. One of our clients wanted to create and store a selection of standard replies based on the answers used by their call center agents. The idea was to create a knowledge base using those answers that were already written.
Babelforce
JUNE 8, 2022
If you can cut how long these tasks take, your agents will be available to handle more calls, thus reducing blockage. An easy way to reduce post-call work is to automate as much of it as possible. For example, you can automatically add data such as call logs to your CRM once the call finishes.
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