Easily Limit Manual Calling Limiting manual calling by agents at your contact center can be integral to making sure that agents are optimized, their productivity levels remain high and sales and marketing goals are achieved. Keeping the workforce focused and on task is a challenge that is prevalent [...]
How CTI Screen Pops Improve Customer Experiences Screen pops improve customer experience, agent efficiency, and enable seamless sales and better customer service. Integrating your contact center software with a CRM and adding agent desktop screen pops puts detailed and pertinent customer information at the fingertips of every agent. [...]
Reporting Tools To Improve Contact Center Agent Performance Using built-in and customized reporting and analytics, your contact center should be measuring agent performance to increase workforce optimization and enhance the customer experience. KPIs Benchmark against key performance indicators (KPIs) to identify individual agent performance against overall operational goals. Easily [...]
Custom agent screens are integral to optimized operations and create a path towards a better CX (customer experience). A non-customized screen can hinder close ratios for sales. It can also mean missed opportunities to gather important information about the caller or, call recipient. Reasons to Customize Agent Screens A [...]
Smarter call routing strategies can change your contact center sales and marketing forecasting, increase repeat buyers and develop better customer relationships that foster repeat business. Call center call routing can empower your contact center to make smarter strategic moves when working with inbound and outbound calling. Enabling just four [...]
Decrease Caller Wait Times & Increase Customer Satisfaction Use these same-day setup resources to decrease inbound contact center wait times and improve overall customer satisfaction. When inbound call volumes are eased and customers are given options to avoid long wait times, agent productivity also benefits. Implementing these add-on [...]
4 Tools That Improve First Contact Resolution (FCR) Service and quality scores can be maximized when contact centers improve first contact resolution times. First contact resolution (FCR) is a measurable goal that builds customer confidence, brand loyalty, repeat buying and, grows sales. Implementing four easily integrated software solutions [...]
Queue callback is an added feature that can improve the customer experience and reduce abandoned calls. When inbound call center volumes approach capacity or, preset limits, enabling queue callback gives customers the option to be contacted by an agent at their next earliest convenience. Giving customers the power to [...]
Identify & Prioritize Routing for VIP Callers with ACD (Automatic Call Distribution) Contact centers can easily provide priority routing for VIP callers using Automatic Call Distribution (ACD) technology. Using a predetermined set of rules such as tags or, caller information, deliver the high level of customer service VIP [...]
Phone Number Validation Phone list cleaning and phone number validation are important for call centers when communicating to customers for understanding the best methods of reaching and contacting individuals and segments of groups. Maintaining compliance is also a vital element of call centers. Cell phone verification happens instantaneously [...]
