Global Response

MARCH 27, 2024

Call centers gather data from call logs, voice recordings, customer feedback, chat transcripts, email interactions, and social media communications. Advanced technologies like automatic call distribution (ACD) systems and interactive voice response (IVR) systems also contribute data. Let’s take a look.

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Big data Call Center Analytics Interactive Voice Response 62

JustCall

APRIL 3, 2024

This blog unlocks the secrets of using IVR automation with JustCall to handle high call volume with ease and free up your agents for what matters most! During these times, customers often contact the company to seek clarification or report issues, which creates a sudden spike in call center call volume.

Sales 52

Sales Interactive Voice Response Abandon rate Wait times 52

NobelBiz

FEBRUARY 27, 2024

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Hold queues and smart call routing play a pivotal role. Hold Queues : Ensures calls are answered promptly, minimizing wait times.

Best practices 105

Best practices Call Center Interactive Voice Response First call resolution 105

CSM Magazine

AUGUST 31, 2023

At times, a customer’s problem may require further escalation to a higher authority, and in such cases, it is important for the customer to be informed about the status of their issue. Quick resolution of queries also helps reduce wait times and ensures that customers can get on with their day without their experiences being marred.

Call Center 52

Call Center Customer Experience Upselling Scripts 52

JustCall

JANUARY 27, 2023

Call queues – Cater to customers even when agents are busy by placing their calls on hold and connecting them as soon as agents are available. Call forwarding – Forward calls when you’re out of the office or during off-hours to a personal number or to voicemail.

Interactive Voice Response 52

Interactive Voice Response Call Logging APIs Enterprise 52

aircall

MARCH 18, 2022

Ensuring every call is backed up with the information needed for personalized, human conversations. Feeding your team’s confidence with quality feedback and autonomy in their role. Mentorship doesn’t have to wait until the call is over, with a function that offers real-time support and non-disruptive coaching.

Sales 62

Sales Interactive Voice Response CRM Call Logging 62

JustCall

MAY 1, 2023

Users can also access conference call logs, notes, dispositions, and reports. Conference calling is available only in Professional and Enterprise Plans. This feedback is then recorded in the analytics dashboard to assess agent performance. Number of participants is restricted to 40 in the Professional Plan. 5 GetApp 4.2/5

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Interactive Voice Response Enterprise Call Logging CRM 52