You can recycle lists and campaigns to call back all of your no answer calls. On the other hand, redial rules allow the system to make callback attempts while your agents actively dial through a list. Which is the best to use?
The CallTools.com blog provides contact center insights every other Wednesday. No matter how many agents you have, whether you run a small business or a massive enterprise, CallTools.com offers news & tips to help your company succeed.
There are hundreds of different contact center software features available depending on your needs. But which five features are absolutely necessary for your contact center’s success? Find out what to look for when you’re considering different contact center solutions.
Certain customers prefer that you contact them through a particular mode of communication. Whether it’s by phone, through email, or sending a text message, meet customers where they want to hear from you. Exceed customer expectations by paying attention and reaching out on the right channel.
Everyone understands the importance of tracking Key Performance Indicators for your inbound call center. Without them, you’re operating in the dark and giving yourself little direction to work with. Which inbound call center metrics should you track, though?
Catapult interactions to the next level when you incorporate conversational business SMS messaging into your inside sales and customer retention process. Give customers the opportunity to respond on their own time while still receiving the message they need.