Etech

FEBRUARY 19, 2018

Some key tactics for success can be: reducing hold times, providing excellent servant leadership, and managing the call flow effectively. Use a knowledge base. When businesses focus on enhancing servant leadership within the ranks of call center employees, they can provide improved customer service.

Call Center 76

Call Center Customer Experience Call flow Coaching 76

TechSee

JANUARY 24, 2019

Integrations: Look for an ecosystem-friendly platform that is based on open APIs to maximize data integration and agent workflow. Some key integration features are single sign-on, integrations with CRM, customer app and knowledge base, and customized call flow support.

Call flow 141

Call flow Sales Technical Support APIs 141

ProProfs Blog

DECEMBER 22, 2020

Read More: Benefits of Live Chat & Knowledge Base Integration. That means you can: Integrate a knowledge base with your chat to display relevant articles in the chat widget. You can start by integrating it to knowledge base software. Improve your call flow management.

Contact Center 130

Contact Center Call Center Feedback Wait times 130

Hodusoft

JULY 19, 2023

Call Scripts and Knowledge Base : The Software includes a call script tool and knowledge base that provide access to pre-defined scripts, FAQs, and information archives to help agents respond to customer inquiries accurately and consistently.

call center software 98

call center software Call Center Interactive Voice Response Average Handle Time 98

Uniphore

OCTOBER 21, 2021

The intuitive and simple-to-use UX allows business users to use the same business logic and call flows to rapidly develop and implement self-service and agent-assisted applications. Enhanced Self Service with Multimodal Capabilities. Attended and Unattended RPA.

Interactive Voice Response 75

Interactive Voice Response Self service Call flow Virtual Agent 75

Talkdesk

JUNE 18, 2020

By combining the power of a knowledge base, workflow and agent scripting, contact centers can reduce agent effort and provide the best possible customer experience. Creating customized call flows help get new employees up to speed faster and assist customers sooner. ProcedureFlow makes your employees experts faster.

Management 63

Management Government Call flow Scripts 63

Enghouse Interactive

FEBRUARY 9, 2021

This works even better when also integrated with a knowledge base, providing customers with quick reference guides or solution templates. now) provides the customer with the ability to resolve their own issues (generally 40% prefer this approach) using a combination of IVR, chatbots, smart routing and knowledge bases.

Contact Center 68

Contact Center Self service Chatbots Gamification 68

SharpenCX

JUNE 28, 2023

Sometimes it’s as simple as providing call flows and scripts to guide calls in various scenarios. But it’s more than that, too.

Call Center 67

Call Center Metrics call center software Contact Center 67

Balto

JUNE 13, 2022

Maintain a Deep Knowledge Base and Playbooks. For agents to do their job, they need access to a deep knowledge base that contains the information they need about products, services, and processes. In evaluating your knowledge base and playbooks, you should talk to your agents.

Management 52

Management Contact center software Coaching Contact Center 52

Upstream Works

SEPTEMBER 5, 2019

Self-service, Knowledge, AI & Bots. Self-service isn’t new – IVRs paved the way on the phone channel and despite cumbersome call flows, it became a popular alternative for customers reluctant to spend their time waiting in queue for an agent. Let’s take a look at knowledge portals.

Contact Center 60

Contact Center Technology Contact center software call center software 60

Vistio

MAY 4, 2022

Clients spend approximately 90 days on the initial setup followed by about a month for discovery and analysis of the call patterns, learning training documents, knowledge bases, and process flows, and finally, by implementing and testing the tool with agents.

Average Handle Time 52

Average Handle Time Call flow Employee engagement Contact Center 52

VirtualPBX

JANUARY 29, 2025

Deploying a call management tool allows you to become more efficient over all by automating basic functions. On top of this, structured call flows and queues better manage wait times and get customers where they need to go the first time, without extra holds or transfers.

Management 52

Management Interactive Voice Response Call flow CRM 52

Serenova

JANUARY 3, 2020

Fortunately, desktop applications can fill in learning gaps by connecting employees to a centralized knowledge base. Better yet, if the knowledge base is integrated with the company’s CRM , it can identify recent purchases and prepopulate relevant information as calls come in.

Customer Service 53

Customer Service Contact Center Call flow Interactive Voice Response 53

CSM Magazine

JULY 23, 2018

Call center agents need the best tools to work with and luckily there are many to choose from. Here we take an in-depth look at a customer support platform that combines a help center, knowledge base, multi-channel ticketing system and call center all in one place – Wix Answers. Building Your Knowledge Base.

Customer Service 40

Customer Service Call Center Call flow Interactive Voice Response 40

SharpenCX

AUGUST 18, 2020

With physical shops and workplaces shutting down, consumers were forced to turn to digital channels, like chat, self-help knowledge bases and texting, for support. Routing and automation based on customer needs. Find omnichannel platforms with intelligent routing and call flows to help your customers get to resolutions faster.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

SharpenCX

AUGUST 18, 2020

With physical shops and workplaces shutting down, consumers were forced to turn to digital channels, like chat, self-help knowledge bases and texting, for support. Routing and automation based on customer needs. Find omnichannel platforms with intelligent routing and call flows to help your customers get to resolutions faster.

Contact center software 67

Contact center software Contact Center Coaching Call flow 67

Xaqt

JANUARY 7, 2020

They can even handle more complex calls that would normally require an agent to reference a knowledge base, frequently asked questions, or guide a customer through standard troubleshooting steps. The call volume spikes were also creating wait times in excess of five minutes. The City came to Xaqt for help.

Interactive Voice Response 52

Interactive Voice Response Abandon rate Call Center Call flow 52

Balto

AUGUST 22, 2022

For example, Balto’s AI-powered service, Real-Time Guidance , acts as an ever-present coach for agents, providing a vast knowledge base and support for when a conversation takes an unexpected turn. Real-Time Guidance has checklists, dynamic prompts, and even shoots off fireworks for the agents at the end of successful calls.

Contact Center 52

Contact Center Scripts Gamification Coaching 52

Hodusoft

JULY 3, 2024

Regular contact center software provides basic call routing capabilities suitable for smaller-scale operations. It typically supports routing calls to a limited number of departments or queues with relatively simple call flows. How To Handpick the Best Enterprise Contact Center Software?

Contact center software 52

Contact center software Enterprise Contact Center Interactive Voice Response 52

NobelBiz

FEBRUARY 22, 2023

Badly trained call center agents, information fragmentation across systems, a non-existent or poorly documented knowledge base, numerous individuals managing the same issue, and so on. Shorter calls equate to more calls per agent and higher income. How can technology be used to drive low AHT?

Abandon rate 52

Abandon rate Average Handle Time Abandon Call Contact Center 52

NobelBiz

FEBRUARY 15, 2023

Badly trained call center agents, information fragmentation across systems, a non-existent or poorly documented knowledge base, numerous individuals managing the same issue, and so on. Shorter calls equate to more calls per agent and higher income. How can technology be used to drive low AHT?

Abandon rate 52

Abandon rate Average Handle Time Abandon Call Contact Center 52

NobelBiz

JANUARY 17, 2022

This indicator enables to: Predict the processing time of incoming call flows in real-time and hence attempt to decrease client wait times; Estimate and adapt the contact center’s activity load; Organize the teams in accordance with this load (staffing forecast).

Average Handle Time 52

Average Handle Time Contact Center Interactive Voice Response Management 52

Freshcaller

JULY 2, 2018

Continuous, constructive follow-up with a live dashboard: Being able to have a clear picture of what’s going on with the calls and other operations of the call center at any given instance is important for your team’s growth and performance. So, is Freshcaller your best RingCentral alternative?

call center software 40

call center software Call Center Interactive Voice Response Call Logging 40

Xaqt

JUNE 1, 2020

For example, the opportunity to provide call center agents with personalized assistants for access to real-time information and guidance is immense. This could range from simplifying a complex knowledge base to making real-time recommendations to the agent derived from what’s being said in the conversation.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

JustCall

APRIL 3, 2023

Knowledge base for your customers to find solutions to common issues. It offers a click-to-call feature for businesses to add a call button to their website so that customers can connect with them instantly. Customized call flows based on specific scenarios, such as business hours, call queues, or call routing rules.

Interactive Voice Response 52

Interactive Voice Response Enterprise call center software Analytics 52

JustCall

MARCH 23, 2023

It provides a wide range of features like call tagging and click-to-dial and integrates with third-party apps like Hubspot, Zoho CRM, and Zendesk, making it a great call center solution for support and sales teams. Call flow designer – Route customers to agents or solutions based on predefined criteria.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52

ProProfs Blog

JULY 29, 2020

Personalize Every Single Call. Improve First Call Resolution (FCR). Emphasize Call Flow Management. Personalize Every Single Call. Your inbound call center probably deals with hundreds of callers regularly, and injecting personalization in every call might seem like an ardent task. Source: Microsoft.

Call Center 128

Call Center Interactive Voice Response Customer Experience Call flow 128

Talkdesk

DECEMBER 23, 2020

Talkdesk can help financial institutions quickly stand-up dedicated PPP contact centers to manage emergency programs like PPP in multiple iterations, or integrate the Talkdesk CX Cloud into your overall contact center platform, leveraging: Workforce Engagement Management to empower agents to deliver exceptional client service from home Predictive Dialing (..)

Banking 126

Banking Real estate Contact Center Government 126

VirtualPBX

JANUARY 29, 2025

Deploying a call management tool allows you to become more efficient over all by automating basic functions. On top of this, structured call flows and queues better manage wait times and get customers where they need to go the first time, without extra holds or transfers.

Management 59

Management Interactive Voice Response Call flow CRM 59