Call Logging, First call resolution and Interactive Voice Response

Improving Inbound Contact Center Metrics

InGenius

APRIL 26, 2019

Instead, a better option is to reduce the time it takes to perform after call work (ACW). Standard features like call logging, click-to-create a case and call wrap-up codes make tracking each call accurately in the CRM with appropriate information and notes, a matter of mere clicks.

Metrics

Metrics Contact Center Interactive Voice Response Abandon rate

Fast-Track Your First Call Resolution FCR in 9 Easy Steps

NobelBiz

MARCH 21, 2023

Key Takeaways: You have to pinpoint the exact reason for a low FCR Your call center should be a customer-centric business Proper ongoing agent training and monitoring Call center technology has evolved to deliver proper performance levels, quality, and FCR enhancement. How to boost your First Call Resolution in 9 easy steps?

First call resolution

First call resolution Call Center Contact Center Abandon rate

4 ways a collaborative phone solution will benefit your customers

aircall

MAY 11, 2017

A traditional phone installation can be rather fragmented: SIP phones for hardware, disparate software for contacts, call logs, support tickets, task assignment, etc. After-call work refers to the various tasks a representative needs to perform after hanging up with a client. Interactive voice response.

Interactive Voice Response

Interactive Voice Response voip Call Logging First call resolution

4 ways a collaborative phone solution will benefit your customers

aircall

MAY 11, 2017

A traditional phone installation can be rather fragmented: SIP phones for hardware, disparate software for contacts, call logs, support tickets, task assignment, etc. After-call work refers to the various tasks a representative needs to perform after hanging up with a client. Interactive voice response.

Interactive Voice Response

Interactive Voice Response voip Call Logging First call resolution

Call Center optimization: Tools and best practices to increase performance

NobelBiz

FEBRUARY 27, 2024

Hold Queues : Ensures calls are answered promptly, minimizing wait times. Smart Call Routing : Directs calls to the most suitable agent based on expertise, language, or past interactions. This increases the likelihood of first-call resolution. RELATED ARTICLE What is IVR?

Best practices

Best practices Call Center Interactive Voice Response First call resolution

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

NOVEMBER 4, 2016

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. This is immensely helpful to call center agents and managers alike. The filtering criteria can include agent language, type of issue, geographic location of the call, etc.

Customer Support

Customer Support Interactive Voice Response Call Center Automatic Callback

Mastering Call Center Productivity: A Complete 2025 Guide

Balto

JANUARY 2, 2025

Heres how AI optimizes key productivity metrics for lasting business impact: Scoring dashboard for measuring call center agent productivity First Call Resolution (FCR): Solving Issues Faster and Smarter First call resolution is the gold standard for efficient call center operations.

Call Center

Call Center Abandon rate Interactive Voice Response First call resolution

On Premise vs. Cloud-Based Call Center Software: How to Make the Call

aircall

NOVEMBER 9, 2016

On premises: The features available are the ones all call centers expect and use daily: transfers, hold, waiting music, conferences, call logging, etc. There is no dearth of functionalities with an on premises call center. Smart IVR: IVR enables more precise filtering and routing of calls.

call center software

call center software Call Center virtual call center voip

Virtual Call Center – Support Business From Anywhere During COVID

JustCall

MAY 28, 2020

With multiple active calls at any instant, agents will be able to handle more prospects. With Sales scripts, disposition codes, notes, call logging, and monitoring as the available features, predictive dialer acts as a reliable sidekick for your agents. Call center agents have to make hundreds of thousands of calls in a day.

virtual call center

virtual call center Call Center Interactive Voice Response CRM

Top Metrics that Measure Inbound Call Center Performance

Tenfold - Contact Center Blog

JULY 9, 2018

The most common factors that lead to abandoned calls are lengthy wait times and unnecessary hold times. An inefficient IVR system may also cause callers to abandon the queue. To ensure compliance with the SLA, a 5% or lower abandoned call rate needs to be maintained. Average Call Transfer Rate.

Metrics

Metrics Call Center Schedule adherence Abandon Call

Simplify Your Contact Centre Management With CTI Integration for Dynamics CRM

CSM Magazine

MAY 25, 2023

This integration simplifies the workflow, allocates tasks to the right agents, and reduces waiting time, ultimately increasing first-call resolution. CTI enables agents to access customer information, call logs, and other important data in real time, resulting in more customized interactions.

CRM

CRM Management Call Logging First call resolution

Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

NOVEMBER 4, 2016

You can integrate services dedicated to live chat, email, call logging, purchase history, feedback surveying, support tickets, and many more. This is immensely helpful to call center agents and managers alike. The filtering criteria can include agent language, type of issue, geographic location of the call, etc.

Customer Support

Customer Support Interactive Voice Response Call Center Automatic Callback

5 Tips for Managing Remote Call Center Agents

NobelBiz

MAY 24, 2022

These might be qualitative goals that assure consumer happiness (for example, a need for higher FCR First Call Resolution rates). They can also be quantitative (such as lower average handling time , higher number of calls handled over a period of time, etc.).

Call Center

Call Center Management virtual call center Interactive Voice Response

On Premise vs. Cloud-Based Call Center Software: How to Make the Call

aircall

NOVEMBER 9, 2016

On premises: The features available are the ones all call centers expect and use daily: transfers, hold, waiting music, conferences, call logging, etc. There is no dearth of functionalities with an on premises call center. Smart IVR: IVR enables more precise filtering and routing of calls.

call center software

call center software Call Center virtual call center voip

10 Most Essential Soft Skills for Contact Center Agents

NobelBiz

FEBRUARY 21, 2023

A poorly-equipped call center cannot get the most excellent first-call resolution results. 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

Contact Center Call Center CRM Call Logging

Customer Contact Central

Improving Inbound Contact Center Metrics

Fast-Track Your First Call Resolution FCR in 9 Easy Steps

Trending Sources

4 ways a collaborative phone solution will benefit your customers

4 ways a collaborative phone solution will benefit your customers

Call Center optimization: Tools and best practices to increase performance

Computer Telephony Integration: 8 Ways It Benefits Customer Support

Mastering Call Center Productivity: A Complete 2025 Guide

On Premise vs. Cloud-Based Call Center Software: How to Make the Call

Virtual Call Center – Support Business From Anywhere During COVID

Top Metrics that Measure Inbound Call Center Performance

Simplify Your Contact Centre Management With CTI Integration for Dynamics CRM

Computer Telephony Integration: 8 Ways It Benefits Customer Support

5 Tips for Managing Remote Call Center Agents

On Premise vs. Cloud-Based Call Center Software: How to Make the Call

10 Most Essential Soft Skills for Contact Center Agents

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