Tenfold - Contact Center Blog

JULY 9, 2018

To calculate for the Service Level, divide the total number of calls answered within the threshold by the total number of calls and the total number of abandoned calls. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

NobelBiz

JULY 16, 2024

Preview Dialing Preview dialing allows agents to review caller information before making a call. This enables them to personalize the conversation, making the interaction more meaningful and effective. Progressive Dialing Progressive dialing calls the next number in the queue only when an agent is available.

Outbound sales 52

Outbound sales Sales CRM Contact Center 52

Talkdesk

AUGUST 15, 2017

The contact center is the easiest way to connect two people in a real-time, personal conversation, but companies can use the contact center to connect to more than just their customers. Information from these calls can be used in plenty of other business processes to streamline activities and make more informed decisions.

Contact Center 40

Contact Center Abandon Call Call Logging Call Center 40

Balto

JANUARY 2, 2025

This requires moving beyond outdated metrics like call volume or average handle time and focusing on what really mattersfirst call resolution, customer satisfaction, and long-term trust. Call center managers who embrace this redefinition of productivity understand one core truth: Every call is a moment of opportunity.

Call Center 52

Call Center Abandon rate Interactive Voice Response First call resolution 52

NobelBiz

MAY 24, 2022

In this article, discover 5 tips to manage remote call center agents successfully. The value of the supervisor’s position for remote call center agents First and foremost, the supervisor is the most important person when managing a remote contact center. But how exactly? Here are some helpful hints.

Call Center 52

Call Center Management virtual call center Interactive Voice Response 52

JustCall

APRIL 3, 2024

Automation features and open API: An auto dialer offers open APIs so your developers can- – Build automation workflows for call logging, – Build workflows for notes logging – Help with reporting and analytics tasks (i.e., Personalize interactions with on-screen scripts.

Sales 52

Sales CRM Scripts APIs 52

JustCall

FEBRUARY 28, 2024

It offers a blend of powerful dialer features and seamless CRM integrations, ensuring that you’re not just making calls, but making them count. Key Auto Dialer features of JustCall: With JustCall, you can experience the benefit of a lower abandonment call rate. Say goodbye to idle time between calls.

Real estate 52

Real estate CRM Sales Analytics 52