Outsource Consultants

JANUARY 10, 2025

Contact center productivity is the backbone of exceptional customer service. In today’s fast-paced business environment, optimizing your contact center’s efficiency is more important than ever. How to Streamline Contact Center Workflows Efficient workflows form the foundation of a productive contact center.

Contact Center 67

Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

Hodusoft

NOVEMBER 14, 2024

.” At HoduSoft, we couldn’t agree more, especially after our flagship call and contact center software HoduCC’s predictive dialer earned a prestigious place in the Software Advice’s Front Runners in Predictive Dialer list. About HoduCC and What Makes HoduCC’s Predictive Dialer Special?

Interactive Voice Response 52

Interactive Voice Response Contact center software Abandon rate Average Handle Time 52

InGenius

JULY 16, 2018

Productive reps are the backbone of any contact center. But when you’re dealing with a large volume of calls, even the smallest inefficiencies can add up. Common pain points like repetitive data entry, clunky call transfers, and complicated call-wrap up can all decrease agent productivity and employee satisfaction.

Contact Center 149

Contact Center Call Logging CRM Enterprise 149

Momentum Telecom

FEBRUARY 5, 2025

Accept that you will need to move past basic call metrics Some organizations track basic metrics like total calls or average handle time. With this level of detail, you can pinpoint why calls might be running longer or where callers are more likely to abandon. This gives you full visibility into every single call.

Analytics 52

Analytics Abandon Call Abandon rate Call Logging 52

InGenius

AUGUST 27, 2018

Improve contact center operational efficiency. If there is one thing every contact center has in common, it's that they all appreciate the value of efficiency and recognize how important it is that operations run quickly, smoothly and with as little error as possible. Improve customer experience results.

Contact Center 54

Contact Center Call Logging Finance CRM 54

Hodusoft

SEPTEMBER 14, 2021

HoduSoft’s HoduCC omnichannel contact center software has been named as the best telemarketing software by the online review platform, Digital.com. HoduSoft’s contact center software brand HoduCC, made the cut among top solutions for large and small call centers in the final list. Map the customer journey.

Telemarketing 98

Telemarketing Contact center software Call Logging CRM 98

InGenius

APRIL 14, 2020

Imagine this perfect scenario: A contact center with tenured and empowered agents. Without the proper tools at the contact center's disposal, maybe. To learn more about Knowledge-Powered CTI, contact our team. Does this seem like an impossible task? Luckily, there are solutions.

Contact Center 62

Contact Center CRM Call Logging Call Center 62

InGenius

MAY 22, 2020

Luckily, the InGenius user guide is available to you from the moment you log into InGenius, ready to show you how to best use the application. Automated call logging. InGenius allows users to set up call log templates that can be used with the click of a button. Screen transfer.

Best practices 93

Best practices Call Logging CRM Interactive Voice Response 93

Babelforce

APRIL 23, 2020

If there’s one industry that can benefit from automation in a big way – it’s the contact center industry. So why do so many contact centers have trouble automating even the simplest processes? 4 contact center tasks you should be able to automate. #1 This is true for both inbound and outbound calls.

Contact Center 52

Contact Center APIs Call Logging CRM 52

Babelforce

APRIL 23, 2020

If there’s one industry that can benefit from automation in a big way – it’s the contact center industry. So why do so many contact centers have trouble automating even the simplest processes? 4 contact center tasks you should be able to automate. #1 This is true for both inbound and outbound calls.

Contact Center 52

Contact Center APIs Call Logging CRM 52

Babelforce

APRIL 23, 2020

If there’s one industry that can benefit from automation in a big way – it’s the contact center industry. So why do so many contact centers have trouble automating even the simplest processes? 4 contact center tasks you should be able to automate. #1 This is true for both inbound and outbound calls.

Contact Center 52

Contact Center APIs Call Logging CRM 52

InGenius

SEPTEMBER 3, 2019

If you're thinking of investing in a computer telephony integration (CTI) solution for your contact center to integrate the voice channel with your CRM, you will undoubtedly have come across several of the terms mentioned in this list. Call Logging. Call Recording. Call Reports. Call Transferring.

Interactive Voice Response 83

Interactive Voice Response Call Logging CRM Journey mapping 83

Hodusoft

AUGUST 29, 2024

The Current State of AI in BPO Contact Centers Do you know Artificial Intelligence (AI) is currently the hottest trend in various industries? AI technology has drastically transformed the BPO contact centers industry by automating repetitive tasks, enabling intelligent routing, and providing real-time analytics.

Contact Center 52

Contact Center Interactive Voice Response Business Process Outsourcing Call Center 52

3CLogic

AUGUST 18, 2020

Whether an enterprise is simply in need of basic functionality or is ready to take the leap to a fully hosted cloud contact center platform, here are a few deployment options to consider: Connector. However, enterprises continue to remain dependent on their existing call center platform (IVR, queue management, reporting, etc.)

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

VocalCom

DECEMBER 18, 2017

In the contact center, time is everything. Fortunately, predictive dialers offer the perfect solution to this problem, as this automated technology filters out obstacles and places calls at optimal times to ensure better results. Contact center costs are greatly reduced when a predictive dialer is used.

Abandon rate 89

Abandon rate Contact center software CRM Call Logging 89

Callminer

AUGUST 6, 2019

Predictive Dialer: An automated calling system, typically used for sales. Call Accounting: Also known as call logging, these tools collect and record phone usage within a call center. Know the latest call center trends. Track all of the important call center metrics. Social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

InGenius

AUGUST 9, 2019

But how can contact center leaders accomplish this? Data flows through contact centers thick and fast, and keeping on top of it all can be a huge problem for any contact center of considerable size. How Can Contact Centers Improve Collaboration? How Can Contact Centers Improve Collaboration?

Contact Center 48

Contact Center Call Logging Upselling Sales 48

3CLogic

DECEMBER 1, 2022

Cloud contact center solutions can deliver these services, along with a host of other features, and represent the best way for organizations to bring their coveted phone communication channels into the 21st century. Bridge the Gap with a Cloud Contact Center Integration.

contact center solutions 52

contact center solutions Cloud contact Contact Center Interactive Voice Response 52

Expivia

FEBRUARY 26, 2024

Preparing Your Contact Center for the Future: A Strategic Technology Roadmap Introduction In the rapidly evolving contact center industry, staying ahead means not just selecting the right technologies but also preparing your organization for their integration and use.

Contact Center 52

Contact Center Technology Chatbots Call Logging 52

InGenius

OCTOBER 19, 2017

With performance demands on contact center staff consistently on the rise, how can you enable your team to produce above their current levels without inducing stress and employee turnover? Let your call center agents focus on customers, not technology. Focus on the employee.

Contact Center 48

Contact Center Call Logging Call Center CRM 48

Serenova

APRIL 24, 2020

When it comes to your contact center’s payment collection system, customers want to feel confident that the payments they make through your contact center are secure, even when your agents are working from home and the security risk can be exponential. Secure Call Reporting. Integrated, Easy to Use Platform.

Interactive Voice Response 84

Interactive Voice Response Call Logging Contact Center contact center solutions 84

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

NobelBiz

FEBRUARY 21, 2023

Find out in this article 10 of the most essential soft skills a contact center agent needs to have in order to deliver an excellent customer experience. Thus, listening to a contact center representative increases satisfaction and can even affect a consumer’s purchasing choice. Find out more.

Contact Center 52

Contact Center Call Center CRM Call Logging 52

TechSee

SEPTEMBER 18, 2019

Implementing proper after call work processes can go a long way toward improving the customer-company relationship. When after call work is executed properly, overall service levels are improved and customer satisfaction increases. Customize the CRM to your needs by analyzing your contact center processes.

Average Handle Time 84

Average Handle Time CRM Contact Center Gamification 84

InGenius

JULY 19, 2019

My first sales job was at a contact center in the early 2000s. I was expected to call over 100 people each day and to throw my pitch to as many people as would listen, trying to get as many to stick as possible. Contact centers have changed a lot in the last 15-20 years because our consumers have changed.

Contact Center 48

Contact Center CRM Call Logging Education 48

NobelBiz

FEBRUARY 27, 2024

By identifying areas for improvement, call centers can increase the quality of service and customer satisfaction. Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

Fonolo

OCTOBER 8, 2019

As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds. This data, gleaned from social media, web visits, call logs, and other sources, can help you improve customer experience (CX) and maximize the value delivered.

Big data 92

Big data Call Center Call Logging Contact Center 92

InGenius

OCTOBER 1, 2018

Advice on how to improve CTI performance in your contact center. Computer Telephony Integration (CTI) is a fundamental component of any modern contact center and plays an active role in boosting agent productivity, reducing expenses and ensuring that customer expectations are consistently met – but it can have its problems, too.

Technical Support 183

Technical Support Call Logging Contact Center CRM 183

3CLogic

APRIL 10, 2024

With 48% of consumers stating they believe the lack of human interaction will negatively affect the service quality, and 54% of customers preferring to solve issues over the phone , offering seamless voice interactions is crucial for any leading contact center organization.

Management 64

Management Call Logging CRM Call flow 64

JustCall

DECEMBER 15, 2020

Call center software refers to a system that aids the call center operations in a seamless manner. The main purpose of a call center is to offer phone support and enable outbound calling at an optimum level. Call centers and contact centers encounter a huge volume of calls each day.

call center software 98

call center software Call Center Interactive Voice Response CRM 98

JustCall

AUGUST 18, 2021

Contact Center Features. Apart from availing local business phone numbers, JustCall offers IVR system , calling routing , post call surveys and other advanced contact center features. Call Masking. Create a custom caller ID for your business phone number to mask all your outgoing calls.

virtual call center 98

virtual call center Education Call Logging Call Center 98

Spearline

OCTOBER 5, 2021

Pinpoint failures, identify patterns, and share information using our detailed call logs. Monitor the performance of your entire telecommunications infrastructure and benchmark your performance against others in your industry using our advanced reporting features. It’s the ability to go in and create those calls.

Interactive Voice Response 97

Interactive Voice Response Telecommunications Call Logging Call flow 97

NobelBiz

SEPTEMBER 3, 2024

Measuring call-handling efficiency, problem-solving, and customer feedback gives you a clear picture about the productivity of individual agents, showing you where training or process improvements are needed. Practical ways to boost performance at your call center: 1.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

Tenfold - Contact Center Blog

JULY 9, 2018

How does a contact center know it’s consistently delivering high quality service? It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. Reducing the number of abandoned calls improves a contact center’s ASA score.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

InGenius

NOVEMBER 12, 2018

Though the benefits of CTI can be powerful for your contact center, choosing the right solution for your business can be difficult unless you know exactly what you're looking for. At the core of every contact center, the number one priority is to know what customers want and how to ensure they get it in the best way possible.

Call Logging 48

Call Logging Multichannel Contact Center CRM 48

Inbenta

FEBRUARY 27, 2020

A 24/7 channel: we can send emails whenever we need to and we can read the answer in detail whenever we want, which is not the case for phone calls. ” Similar conversations often take place in call centres, resulting in frustrated and angry customers. Predefined but qualitative answers. Measuring the level of service.

Management 75

Management Engineering Self service Call Logging 75

Tenfold - Contact Center Blog

JUNE 6, 2018

This type of customer experience is common across contact centers, and it results to not only unhappy customers but error filled records as agents scramble to take notes and enter data into their systems. On the average, more than half of the cost of running a contact center is associated with the workforce.

Average Handle Time 59

Average Handle Time Call Logging Call Center Wait times 59