Inbenta

FEBRUARY 27, 2020

To do so, agents need to be able to easily access the email (and phone call) logs for all customers. One of our clients wanted to create and store a selection of standard replies based on the answers used by their call center agents. The idea was to create a knowledge base using those answers that were already written.

Management 75

Management Engineering Self service Call Logging 75

Zingtree

MARCH 22, 2018

Knowledge management is one of the most important business functions in any industry – for call centers, in particular, having an effective knowledge base isn’t just a nice-to-have, it’s necessary. This is where having a complete, comprehensive system in place for knowledge management comes in.

Call Center 58

Call Center Management Average Handle Time Call Logging 58

Babelforce

JUNE 8, 2022

If you can cut how long these tasks take, your agents will be available to handle more calls, thus reducing blockage. An easy way to reduce post-call work is to automate as much of it as possible. For example, you can automatically add data such as call logs to your CRM once the call finishes.

Call Center 52

Call Center Self service Interactive Voice Response Call Logging 52

aircall

MAY 19, 2017

Taking productivity shortcuts (click-to-dial, call logging, etc.). A click-to-dial feature lets salespeople place calls more expeditiously when they’re using a virtual phone system. Instead, in a single click, users are able to: Call numbers directly from within their CRM/Helpdesk. Automatic call logging.

Sales 81

Sales Call Logging CRM Metrics 81

Talkdesk

FEBRUARY 15, 2017

Contact sync provides Talkdesk/Callbar access to the contacts in your helpdesk or CRM application, a crucial element of a CTI. For a full list of eligible integrations, please visit this Knowledge Base article. For any Callbar-compatible integration, users can now initiate screen pops of contact records from the helpdesk/CRM.

Call Logging 40

Call Logging CRM call center software Call Center 40

NobelBiz

MARCH 21, 2023

Incentivize your call center agents based on their repeat business rate. Establish a system of bonuses and penalties based on a scale and pertinent KPIs. Correct standard answers: When you listen to calls, ensure the solutions are correct.

First call resolution 52

First call resolution Call Center Contact Center Abandon rate 52

aircall

MAY 19, 2017

Taking productivity shortcuts (click-to-dial, call logging, etc.). A click-to-dial feature lets salespeople place calls more expeditiously when they’re using a virtual phone system. Instead, in a single click, users are able to: Call numbers directly from within their CRM/Helpdesk. Automatic call logging.

Sales 48

Sales Call Logging CRM Metrics 48

aircall

MAY 19, 2017

Taking productivity shortcuts (click-to-dial, call logging, etc.). A click-to-dial feature lets salespeople place calls more expeditiously when they’re using a virtual phone system. Instead, in a single click, users are able to: Call numbers directly from within their CRM/Helpdesk. Automatic call logging.

Sales 48

Sales Call Logging CRM Metrics 48

aircall

MARCH 7, 2017

Careful and methodical after call work leaves a lasting trace of the call and the customer’s impression, in the hopes of improving your quality of service and customer satisfaction over time. What does after call work entail? Common ACW tasks include: Logging call notes and summaries. Put together a knowledge base.

call center software 76

call center software Call Center Coaching CRM 76

Babelforce

JUNE 10, 2021

Personalized call routing will help enormously. With No-Code tools it’s easy to integrate your CRM, IVR, and helpdesk software. That integration we looked at in point #1 means that customer data from your CRM is accessible from the word go. 2 Gather customer information automatically. The way this works is simple.

Average Handle Time 52

Average Handle Time Contact Center CRM Call Center 52

aircall

MARCH 7, 2017

Careful and methodical after call work leaves a lasting trace of the call and the customer’s impression, in the hopes of improving your quality of service and customer satisfaction over time. What does after call work entail? Common ACW tasks include: Logging call notes and summaries. Put together a knowledge base.

call center software 48

call center software Call Center Coaching CRM 48

JustCall

APRIL 5, 2023

JustCall has earned a reputation as an all-in-one cloud phone system as it helps companies: Make and receive calls Send and receive SMS/MMS Manage communications over one portal However, CloudCall is more like a CRM as it has the ability to communicate through calls and texts. Available as a separate messaging bundle.

Interactive Voice Response 52

Interactive Voice Response CRM Multi-channel support Calibration 52

ProProfs Blog

MAY 1, 2020

Knowledge base software to create online knowledge repository that answers some of the FAQs faster. Consolidated customer helpdesk to compile all kinds and customer communication such as Email, messages, chats, and call logs, etc. Read More: How to Use Your Knowledge Base for Employee Onboarding.

Customer Service 128

Customer Service Customer Support Education Feedback 128

NobelBiz

FEBRUARY 21, 2023

That is why you must: Ensure that you take care of call routing by optimizing your call center IVR (by configuring your parameters) and segmenting your teams to handle requests based on call type or client profile.

Contact Center 52

Contact Center Call Center CRM Call Logging 52

JustCall

APRIL 5, 2023

Helpful Knowledge Base While the RingCentral implementation and customer support teams have quite a long journey to make to meet customer expectations, the company compensates for it through a highly informative knowledge library that can act as a one-stop resource for users looking for DIY solutions.

Interactive Voice Response 52

Interactive Voice Response voip Analytics Contact Center 52

Tenfold - Contact Center Blog

JULY 9, 2018

This is achieved maintaining a comprehensive knowledge base (FAQs) that customers can use as the first line of support. Abandoned Call Rate. In an inbound call center setting, the rate of abandoned calls refers to the total number of calls where a caller hangs up before an agent answers.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

JustCall

APRIL 5, 2023

Can integrate with nearly 60 CRMs, video conferencing tools, contact centers, chat platforms, like: Microsoft Teams, Salesforce, Google Workspace, 1 CRM, Copper, Freshdesk, HubSpot, Microsoft Dynamics 365, NetSuite, Pipedrive, ServiceNow, Zendesk, Zoho, Microsoft Azure, Okta Fleep, Flowdock, Gitter Group, Mei Meet, IRC Mattermost, and more.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

JustCall

AUGUST 8, 2022

You can pick the CRM, helpdesk, collaboration, or productivity tool of your choice and integrate it with JustCall to build a one-stop platform for all your business needs without having to switch between individual applications. Not Available. Unlimited Integrations. Google Voice offers G-suite integrations (more on that later).

call center software 52

call center software Call Center Interactive Voice Response Call Logging 52

JustCall

APRIL 5, 2023

API and Webhook access is available for Premium and Custom plans. Further, businesses that find their preferred integration missing can contact the JustCall engineering team to request a new integration. Standard plans offer integrations for Google Workspace and Microsoft 365.

call center software 52

call center software Call Center Interactive Voice Response Enterprise 52