When managing a call center, the efficiency of your operation is paramount, and the platform you use plays an integral role in this. A fundamental feature of most modern contact center platforms is …
Click-to-Call (Customer Initiated)
Customer-initiated click-to-call is a common call center software feature that allows customers to directly contact a company's call center by clicking a button, link, or specific number on a website …
Click-to-Call (Agent)
One call center feature that can help boost agent productivity is agent "click-to-call". We discuss agent click-to-call separate from customer-initiated click-to-call because the two features solve …
Skills-Based Routing
One of the best ways to ensure a positive customer experience is to make sure that customers are connected with a knowledgeable agent -- one who is skilled to handle a particular call or issue. Call …
Agent Whisper
Call center managers are constantly searching for ways to enhance agent performance and improve customer satisfaction. One innovative feature that has been gaining popularity in recent years is "Agent …
Call Monitoring and Barging
A common feature of most modern call center platforms is the ability to monitor agent calls. Call monitoring allows supervisors and other users to listen in (or monitor) phone calls as they happen. In …