A grouping of tested and true contact center best practices for growth, optimization, efficiency, agent and customer experience.
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 [...]
Localized Caller ID Localized caller ID or, dynamic caller ID can be implemented for targeted sales and marketing campaigns aimed at providing a local presence to the customer. A local dynamic caller ID engages leads, clients, and customers in campaigns up to 40% more than call centers without [...]
MyCallCloud has the ability to send automated alerts when your system needs attention. Savvy managers know things happen and there are times when staff is not watching the ‘Dialer.’ They also know the staff get focused on specific issues and sometimes do not see critical events building up. Automated [...]
Learn how to effectively leverage your software and technology with tailored contact center consulting services. The My Call Cloud approach is to listen to your specific needs. Outline your contact center goals, understand your industry and workforce – combine that with powerful data, insights, and tools, that can gain [...]
5 Reasons to use IVR + Why it Works! Why stop at 5 reasons to use IVR when this kind of software is such an adaptable technology that can suit the needs of almost all size businesses and their customers? Outlining the benefits of using such a system [...]
