power dialer

What is a Power Dialer?

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Prior to the introduction of Power Dialer software, many agents spent a lot of time manually dialing long lists of phone numbers to reach out to customers. This was a big issue in traditionally outbound focused call centers (such as collections or telemarketing), but also for call centers supporting inbound and outbound service (for example outbound service calls, cross-sell and upsell). Automating the actual dialing of thousands of phone numbers, freeing up agent time for more advanced tasks and reducing human […]

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call center scripting

How to Optimize Call Center Agent Scripting

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Today, call center scripting is used widely. To understand why that is the case, here’s the arguably five biggest benefits of using agent scripting in a contact center: Decrease agent training. Agent scripting will give new hires the guidance they need to start handling interactions confidently on their own earlier.  Maintain regulatory compliance. Script with compliance in mind to help your agents manage the regulatory jungle.  Promote consistency. By scripting calls […]

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Contact Center Management

Five Tips for Improving Contact Center Management

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Contact center management is hard. Very hard, actually. You need to keep up with constantly growing and shifting customer expectations. You manage employees in an industry that has one of the highest turnover rates out there. You need insights and analytics that empower you to make the right decisions. Let’s look into some ideas that will […]

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social media

Is Social Media in the Contact Center the New Black?

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Certainly an interaction channel that customer service executives should keep in mind is social media. Taking into consideration that with coming generations social media usage is likely to grow further. Ensuring that your contact center does not “miss out” on social channels is vital, just look at these stats: The number of social media users […]

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omnichannel

Reduce Repetition with an Omnichannel Customer Experience

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Watch first-hand how the customer experience differs for customers using a traditional, multi-channel routing customer service solution, compared to a true omnichannel customer experience in this video. Follow the twins, Jimmy and Johnny, to see for yourself what happens as each of them tries to execute a quite mundane task: reschedule a service appointment for […]

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phone system features

Top 5 Essential Contact Center Phone System Features

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Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? If you are, here’s our laundry list of the top five things that are absolute “must have” phone system features for your contact center in 2018 and beyond: 1) […]

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what is IVR?

What is IVR? What You Need To Know About Interactive Voice Response

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Interactive voice response (IVR) is an automated system that answers incoming calls and provides instructions to customers, who are then able to interact via keypad or voice recognition to speak with an agent or troubleshoot issues. IVR has been a staple of contact centers (and the customer service they provide) for many years. While its […]

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contact center system features

The Top 10 Contact Center System Features for 2018

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Here’s our hit list of the top 10 contact center system features for 2018 you won’t want to miss. They are not in any specific order, and for good reason: what will be most important in your contact center environment will largely depend on where your focus will be next year. Will you be looking […]

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