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Why real-time call analytics is the missing link in your Microsoft Teams strategy

Momentum Telecom

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.

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How to Improve Customer Experience Using Employee Feedback

ProProfs Blog

Although the “ reports ” dashboard of ProProfs help desk software can give you valuable insights into long wait times, low CSAT scores, and high cart abandonment rates, but it cannot tell you why. Match the employee’s feedback data with call logs. There may be different reasons for your customers’ dissatisfaction.

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4 ways a collaborative phone solution will benefit your customers

aircall

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. How does a collaborative phone solution work?

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4 ways a collaborative phone solution will benefit your customers

aircall

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. How does a collaborative phone solution work?

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The Canadian Football League and InGenius

InGenius

That means with the time they now save, they can focus on what makes any sport great - the fans. Using InGenius core features like screen pop, click-to-call, and call logging - the RedBlacks contact center can now easily deal with more cases in less time.

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Computer Telephony Integration: 8 Ways It Benefits Customer Support

aircall

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. Studies show that computer-telephone integration r educes the average length of a call.

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Call Center optimization: Tools and best practices to increase performance

NobelBiz

Here are some standout features: Hold Queues and Smart Call Routing: Efficiently managing incoming call volumes is fundamental. Hold queues and smart call routing play a pivotal role. Hold Queues : Ensures calls are answered promptly, minimizing wait times.