NobelBiz

FEBRUARY 27, 2024

This article delves into the essential aspects of call center optimization, including the tools and best practices that can drive performance improvements. Table of Contents What is Call Center Optimization? Hold Queues : Ensures calls are answered promptly, minimizing wait times.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

SEPTEMBER 3, 2024

It might be expressed in many ways, including speed and efficiency of the agents, quality of calls taken, and how well the technology and processes in the call center function. How to Calculate Call Center Productivity?

Call Center 98

Call Center Morale First call resolution Abandon Call 98

CSM Magazine

MAY 25, 2023

This article will explore how CTI integration between Cisco with Dynamics CRM can help you reduce costs, maximize efficiency, and improve customer satisfaction within your team! This integration simplifies the workflow, allocates tasks to the right agents, and reduces waiting time, ultimately increasing first-call resolution.

CRM 52

CRM Management Call Logging First call resolution 52

aircall

NOVEMBER 4, 2016

Computer telephony integration opens the door to a more flexible and scalable way of operating a call center. What are the benefits of computer telephony integration for a call center? You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

Natalie Petouhof

SEPTEMBER 1, 2015

Recommended Tools use algorithms to help agents by suggesting relevant knowledge articles, macros and recommended actions from similar cases, and are presented proactively right in the console. In addition, operational data from other customer service systems​ such as call logs, chat history, CTI data and web clicks can be surfaced.

Analytics 63

Analytics Average Handle Time Call Logging Best practices 63

aircall

NOVEMBER 9, 2016

What’s the difference between on premises and cloud-based call center ? The first step towards picking the right call center software is knowing your options. These are the four most common types of call center software. Let’s take a look: On premises call center.

call center software 82

call center software Call Center virtual call center voip 82

aircall

NOVEMBER 4, 2016

Computer telephony integration opens the door to a more flexible and scalable way of operating a call center. What are the benefits of computer telephony integration for a call center? You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more.

Customer Support 54

Customer Support Interactive Voice Response Call Center Automatic Callback 54