Expivia

FEBRUARY 26, 2024

Pair this with Robotic Process Automation (RPA) to automate routine tasks such as data entry, call logging, or basic customer queries. This support helps agents resolve queries faster and more accurately, improving both customer satisfaction and agent morale.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

InGenius

MARCH 26, 2020

This time they previously spent in transit can be turned back into time spent with loved ones or hobbies and interests, which goes a long way to improving the morale of your agents. The duration of calls is captured by InGenius and saved in the call log or activity. Post-call surveys from Rant & Rave.

Contact Center 93

Contact Center Management Call Logging CRM 93

Calltools

FEBRUARY 2, 2022

For example, software that does not make it easy for an agent to access the customer’s previous call logs will lead to wasted time because the customer has to explain their issue again to the new agent. Providing resolution on the first call is strongly related to customer retention. Improvement in employee morale.

Call Center 52

Call Center Metrics Average Handle Time First call resolution 52

Callminer

AUGUST 6, 2019

Predictive Dialer: An automated calling system, typically used for sales. Call Accounting: Also known as call logging, these tools collect and record phone usage within a call center. Take feedback from users during the trial period. Some go live within a few minutes. Another essential feature is usability.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

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. 5) Try to have fun with the volume – As management, it can be difficult to keep morale high during an increase in ticket volume.

Call Logging 55

Call Logging Self service Morale Customer centricity 55

aircall

MARCH 7, 2017

What does after call work entail? Common ACW tasks include: Logging call notes and summaries. Looking into customer feedback. There’s no set amount of time to allot for after call work. Every call center is different, and every agent’s tasks are quite unique. Collect and act upon feedback.

call center software 76

call center software Call Center Coaching CRM 76

aircall

MARCH 7, 2017

What does after call work entail? Common ACW tasks include: Logging call notes and summaries. Looking into customer feedback. There’s no set amount of time to allot for after call work. Every call center is different, and every agent’s tasks are quite unique. Collect and act upon feedback.

call center software 48

call center software Call Center Coaching CRM 48