Tenfold - Contact Center Blog

DECEMBER 28, 2017

Depending on organizational needs, call centers can implement an array of different technologies, from basic to sophisticated. Monet Software predicts in their study that call centers using workforce management systems generally experience a minimum reduction of 2% for staff hours with an average potential savings in the 5-10% range.

call center workforce 54

call center workforce Call Center Technology Management 54

Fonolo

OCTOBER 8, 2019

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. As retail contact center leaders gear up for the busiest time of the year, big data may be the last thing on their minds. Big data may sound like another buzzword.

Big data 92

Big data Call Center Call Logging Contact Center 92

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. The best VoC technology should also be able to integrate seamlessly. Use the software to improve service.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

VocalCom

DECEMBER 18, 2017

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. Call logging and recording features save agents time and enable them to pursue more leads with greater precision. Reduced costs.

Abandon rate 89

Abandon rate Contact center software CRM Call Logging 89

3CLogic

AUGUST 18, 2020

Enterprises can increase productivity and streamline activities by enabling agents with basic but embedded CRM telephony capabilities, including Automatic CRM Screen-pops, Click-to-call and Automated Call Logging. Because Connectors leverage existing on-premise infrastructure, they are quick to deploy – in a matter of days.

call center solutions 96

call center solutions Call Center Cloud contact CRM 96

3CLogic

APRIL 10, 2024

CTI stands for Computer Telephony Integration and enables organizations to embed call center capabilities within existing Customer Relationship Management (CRM) or Service Management Platforms. This type of consolidation of technologies is seen as one of the four pillars of successful CX.

Management 64

Management Call Logging CRM Call flow 64

NobelBiz

SEPTEMBER 3, 2024

Productivity in a call center refers to the extent of how well your call center is in meeting the customer’s needs effectively. It might be expressed in many ways, including speed and efficiency of the agents, quality of calls taken, and how well the technology and processes in the call center function.

Call Center 98

Call Center Morale First call resolution Abandon Call 98

Serenova

APRIL 24, 2020

Works with Serenova’s CxEngage contact center solution with no on-site installation required; Agents don’t have to launch a new browser to access; Unified reporting includes call logs and payments collected. Secure Call Reporting. Best-in-Class Security. Simple and Safe When Needed Most.

Interactive Voice Response 84

Interactive Voice Response Call Logging Contact Center contact center solutions 84

Avaya

SEPTEMBER 26, 2016

Enterprise grade in this context means having call logs, directories, presence capabilities and access to enterprise collaboration tools like video and web conferencing, no matter where or how you work, or on what.) Everyone can share the love. How is your organization addressing mobility? I’d love to hear from you.

Enterprise 78

Enterprise Call Logging Government Personalization 78

JustCall

AUGUST 16, 2021

The contact center as a service or CCaaS is a new-age technology that serves the needs of all customers. CCaaS has replaced on-premise call centers, and only for the better. It is a cloud-based software that comes with the technology you need for your support team. Centralized Technology for Contact Center Needs.

Contact Center 98

Contact Center Interactive Voice Response Contact center software Cloud contact 98

Hodusoft

MAY 18, 2022

Hotels can use this technology to automate their reservations and cancellations without any human intervention. Call recording. The call recording feature in the PBX phone system helps hotels manage the calls and call logs. This results in higher efficiency, fewer errors, and better customer satisfaction. .

Call Logging 97

Call Logging voip Management Feedback 97

TechSee

SEPTEMBER 18, 2019

The importance of after call work. Implementing proper after call work processes can go a long way toward improving the customer-company relationship. Tools & Tech to Streamline after call work. Visual technology. Automating this process can save thousands of hours a year.

Average Handle Time 84

Average Handle Time CRM Contact Center Gamification 84

Customer Interactions

FEBRUARY 12, 2015

Here are six technology trends that will reshape how state and local governments approach public safety in 2015. With the advent of NG9-1-1, emergency calls will migrate to an IP-based emergency services network, arriving at the PSAP as data. The world has gone digital and mobile -- and these same trends are affecting public safety.

Technology 31

Technology Government Call Logging Analytics 31

aircall

MAY 19, 2017

Taking productivity shortcuts (click-to-dial, call logging, etc.). Luckily, there exist a number of technological shortcuts available to salespeople that are leaps and bounds ahead of a landline and a trusty Rolodex. Automatic call logging.

Sales 81

Sales Call Logging CRM Metrics 81

NobelBiz

FEBRUARY 27, 2024

It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse. Organizations achieve this by integrating technology, refining processes, and deploying innovative human resources strategies. Curtail Operational Expenses : Cost-effectiveness is crucial.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

InGenius

AUGUST 27, 2018

With the rise of digital transformation and the huge technological advancements that have occurred over the last decade, the relationship a business has with its customers is more intimate than ever and computer telephony integration (CTI) is a solution that complements this bond.

Contact Center 54

Contact Center Call Logging Finance CRM 54

aircall

APRIL 12, 2021

A customer relationship management platform , commonly referred to as a CRM, encompasses all the technologies and workflows that your business needs to manage interactions with both prospects and customers. Makes dialing outbound calls faster and more efficient than working from manual call logs.

CRM 71

CRM Customer Experience Call Logging voip 71

Outsource Consultants

JANUARY 10, 2025

To implement intelligent routing effectively: Map out your agents’ skills and expertise Configure your routing system to match incoming calls with suitable agents Consider factors like language proficiency, technical knowledge, and customer history Task Automation: Unleash Agent Potential Automation powerfully boosts productivity.

Contact Center 67

Contact Center Agent Empowerment Interactive Voice Response outsourcing 67

Tenfold - Contact Center Blog

JUNE 6, 2018

One less second per call in a floor of a hundred agents easily means significant impact to the bottomline. Technology to meet these challenges and needs are constantly getting developed and polished. Leading the pack in the pursuit for better results through technology in this context is CTI. What is CTI?

Average Handle Time 59

Average Handle Time Call Logging Call Center Wait times 59

Etech

JANUARY 30, 2020

The technology is not a threat to employment but rather a useful tool to aid in the management and collection of essential client information. Many call center operations use chatbots and automated voice systems to help sort through the incoming call logs. There is no need to fear artificial intelligence.

Management 62

Management Call Center Call Logging Contact Center 62

Etech

JANUARY 30, 2020

The technology is not a threat to employment but rather a useful tool to aid in the management and collection of essential client information. Many call center operations use chatbots and automated voice systems to help sort through the incoming call logs. There is no need to fear artificial intelligence.

Management 62

Management Call Center Call Logging Contact Center 62

AWS Machine Learning

DECEMBER 21, 2023

Automate post-call tasks You can also use SageMaker Canvas generative AI to automate post-call work in call centers. Common use cases are call summarization, assistance in call logs completion, and personalized follow-up message creation.

Contact Center 111

Contact Center Scripts Interactive Voice Response contact center solutions 111

ProProfs Blog

MAY 1, 2020

They forgot to incorporate new technological advancements into their products and service. Now, to authentically engage with your customers, you have to offer a highly well-defined, expertly-curated, and personalized customer support system which is a hybrid of automation, technology, and well-trained skill set. .

Customer Service 128

Customer Service Customer Support Education Feedback 128

JustCall

DECEMBER 15, 2020

The touch tone technology allows customers to pick from a set of options on the IVR menu. With the IVR system in place, you don't need to hire an admin or receptionist for transferring calls. Call Recording. A contact center software should ideally be equipped with the call recording technology.

call center software 98

call center software Call Center Interactive Voice Response CRM 98

aircall

DECEMBER 6, 2016

This technology has been in use for many years, and its stability makes up for its heaviness and lack of flexibility. VoIP technologies also require enough bandwidth for all your users to comfortably place and receive calls. Could transferring calls be easier? Would it be useful to sync your call logs with your CRM?

voip 83

voip Consulting Consulting Call Center 83

InGenius

NOVEMBER 12, 2018

Computer telephony integration, or CTI, is technology that connects phones to computers and allows these systems to interact. 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.

Call Logging 48

Call Logging Multichannel Contact Center CRM 48

JustCall

APRIL 12, 2023

Amidst the pressure of sales calls, time management is the key to efficiency. Instead, they rely on the right technology to save time and improve efficiency. A predictive dialer is an outbound calling system that helps sales reps to make calls with minimal effort.

Call Logging 52

Call Logging Abandon rate Sales CRM 52

aircall

NOVEMBER 4, 2016

Computer telephony integration, or CTI, is any technology which allows computers to interact with telephone systems. This allows users to perform all call-related tasks, usually handled through a PBX or key system telephone, directly from their desktop. This is immensely helpful to call center agents and managers alike.

Customer Support 83

Customer Support Interactive Voice Response Call Center Automatic Callback 83

TeamSupport

APRIL 5, 2019

For example, creating a tag called “Log-in Issues” can allow agents to easily access common log-in problems of the past and how they were resolved. What this technology does is assesses the “tone” of a ticket – such as satisfied or frustrated – in real-time and displays this information for agents to see.

Self service 55

Self service Call Logging Morale Customer centricity 55

aircall

MAY 24, 2018

That’s why FR8Star wants to build a new kind of heavy hauling marketplace — one driven by technology and defined by transparency. Aircall’s insights into missed calls, for example, helped Archit visualize exactly where callers were abandoning the main IVR menu.

Interactive Voice Response 59

Interactive Voice Response Call Logging Construction Analytics 59

Inbenta

FEBRUARY 27, 2020

The consequences of an unsatisfactory interaction with a customer via email are much worse than in the case of a phone call, since the customer has a written copy of the answer that he or she can quickly spread on social networks. ” Similar conversations often take place in call centres, resulting in frustrated and angry customers.

Management 75

Management Engineering Self service Call Logging 75

JustCall

APRIL 9, 2024

Tech companies are changing how we talk to customers using cloud, mobile, social media, and AI technologies. Technologies like BPM and automated communication (virtual phone call) tools allow companies to personalize interactions and ensure consistently connected journeys, even when customers switch between channels.

Customer Experience 40

Customer Experience Call Logging Brand ambassadors Multi-channel support 40

InGenius

OCTOBER 19, 2017

Let your call center agents focus on customers, not technology. Integrated technology and streamlined processes can help your agents focus on the needs of the caller at hand, rather than getting bogged down by disjointed systems and inefficiencies in their routine.

Contact Center 48

Contact Center Call Logging Call Center CRM 48

aircall

NOVEMBER 9, 2016

Having a (partly or wholly) virtual call center can have many advantages for your business, including decreased costs, lower agent turnover, and improved customer satisfaction. On premises: Many businesses are adamant that an onsite call center is the best way to avoid latency or shaky call quality. Reliability.

call center software 82

call center software Call Center virtual call center voip 82

CrazyCall

MAY 7, 2019

In the past, call recordings required a huge amount of money to provide specialized hardware. With technology development, all you need is proper call recording software and storing space to record your calls automatically. Call recording stored by the provider (save on storage cost!). Or even efficiency.

Call Logging 87

Call Logging voip industry standards Finance 87

aircall

APRIL 19, 2021

A voice ecosystem starts with VoIP (voice over internet protocol) technology and an open API (application programming interface). Simply put, a VoIP phone system enables voice calling over the internet instead of using traditional analog phone lines. It has automatic call logging and displays a pop-up window with customer details.

CRM 62

CRM voip APIs Call Logging 62

JustCall

JANUARY 17, 2023

With nearly two decades of experience that spans top organizations, including Matterport, VISA, Symantec and Lehman Brothers, Sebastian spearheads JustCall’s growth in the real estate vertical through Strategic and Technology Partnerships. Find him on LinkedIn. Want to try it for free? Sign up now and get a 14-day free trial!).

Real estate 11

Real estate Call Logging SaaS CRM 11