Monet Software

JANUARY 6, 2020

Plan for too few and service levels degrade as agents become overwhelmed. Innovative software gathers call history from the automatic call distributor (ACD) and customer data from any integrated customer relationship management (CRM) system, such as Salesforce. These are essential tasks. It’s all a matter of call center metrics.

Call Center 77

Call Center Average Handle Time Contact Center Metrics 77

Monet Software

FEBRUARY 13, 2020

With a WFM solution, responsive scheduling and service-level achievement can combine with ease. One moment you’re obsessing about workforce engagement, an hour later about service levels. Many contact center leaders will often feel like Dr. Jeckyl and Mr. Hyde. But then operations feel out of control or metrics drop.

Schedule adherence 77

Schedule adherence Contact Center Employee engagement Morale 77

NobelBiz

FEBRUARY 13, 2024

Read Case Study Watch video CRM Integration What Is a CRM Call Center Integration? CRM Call Center Integration seamlessly combines a customer relationship management (CRM) system with call center operations. Purpose: It allows businesses to merge CRM data and functionalities with their call center software.

call center software 59

call center software Call Center Interactive Voice Response Contact Center 59

teleopti

NOVEMBER 27, 2018

Planners and forecasters simply tap into the powerful integration capabilities of automated WFM solutions to gather accurate data from diary and CRM applications in real-time and pinpoint these special events easily and quickly. Download our white paper Tips and techniques for accurate effective forecasting.

Average Handle Time 48

Average Handle Time contact center workforce Contact Center CRM 48

Xaqt

FEBRUARY 6, 2020

While eclipsed now, these were important building blocks that enabled both data extraction from siloed systems as well as two-way interfaces that allowed some level of control from external applications. Most call center applications (ACD, WFM, CRM, etc.) The problem? We were ahead of our time. This is where Xaqt got started.

Contact Center 52

Contact Center Enterprise Call Center APIs 52

GetFeedback

FEBRUARY 15, 2019

They’ve either signed up for your trial, downloaded a white paper or ebook, or possibly just visited your website. Some organizations even take this step further by implementing an SLA (service level agreement). Everyone with CRM access can see the scores, including sales and support teams. Who are they?

Surveys 60

Surveys CRM Feedback Sales 60

Fonolo

JANUARY 9, 2020

Many businesses have been playing catch-up, trying to fit all these new communications channels into their contact centers and support plans, while maintaining or improving their service level. Increased reliability of service. This white paper explores key areas that are sure to shake up the industry.

Contact Center 67

Contact Center Cloud contact call center software Call Center 67