Call Logging CRM Knowledge Base 
ShepHyken
OCTOBER 29, 2021
Before you decide upon a call center system for your organization, consider the following: . Your call center knowledge base must integrate with all of the channels. It allows calls to be logged on for follow-up later. CRM integration . Outgoing calls . Call scripting .
InGenius
MARCH 26, 2020
InGenius captures real-time data directly into the CRM, so supervisors will still have visibility into their agents' work performance with the following data metrics captured on most InGenius monitored calls: Agent call volume. The duration of calls is captured by InGenius and saved in the call log or activity.
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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.
TechSee
SEPTEMBER 18, 2019
Also known as post-call processing or wrap-up, ACW includes tasks such as logging the call’s purpose and outcome, writing notes on actions taken, scheduling follow-up activities and updating the company’s internal knowledge base. The importance of after call work. The importance of after call work.
InGenius
APRIL 14, 2020
Upland InGenius gives agents the ability to make and receive calls by creating what is essentially an extension of the phone inside the same browser pane as their CRM. It takes just one click to make outbound calls or to answer incoming calls, with full visibility of the contact and any context of the call.
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.
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.
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