Improving Inbound Contact Center Metrics

InGenius

Salesforce recently released an infographic on Call Center Best Practices. One of the things the infographic highlights is what TechTarget describes as the 7 most important call center metrics for your company. Service level, response time and abandonment rate.

Demystifying CTI: A Glossary of Basic Terms for Newbies

InGenius

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

Callminer

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.

4 ways a collaborative phone solution will benefit your customers

aircall

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.

voip 99

4 ways a collaborative phone solution will benefit your customers

aircall

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.

voip 98

6 Proven way to improve sales reps productivity with Cloud telephony

JustCall

Sales reps have to go for multiple calls and process that are mostly disorganized and not streamlined. That’s where a cloud telephony solution comes into the game, acting as a co-pilot for sales reps by handling all the manual tasks related to calls. Website Click to Call button.

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

Spearline

Despite the growing availability of alternative communication methods, the voice channel continues to be the primary contact method for customers. The quality of the call experience strongly influences your customers’ perception of your business and your brand.

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. This allows users to perform all call-related tasks, usually handled through a PBX or key system telephone, directly from their desktop. Call Center Support

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. 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.

Contact Center Terminology 2019 That You Need To Know

Dialer 360

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.

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. Abandoned call. Call Logging.

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. This allows users to perform all call-related tasks, usually handled through a PBX or key system telephone, directly from their desktop. Call Center Support