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 [...]
1. Define your ideal employee based on competencies (e.g. the Lominger competency library) and hire well on the front-end. You’re not looking to just put “butts in seats”; you want to select the ideal behavioral traits, hire those who fit that profile, and then partner with that [...]
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 [...]
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 [...]
Patent Pending Text-to-Speech Ringless Voicemail My Call Cloud has announced an exclusive contact center software industry innovation through text-to-speech ringless voicemail with No Dial™. Text-to-speech ringless voicemail is patent-pending and a unique technology offered to business partners of My Call Cloud. Call centers looking to further optimize the [...]
