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17 articles on feature from the CallCenterAdvisor library.
17 articles
Feature
Choosing the right software for your call center can be a daunting task, especially with so many features to consider. If your call center is in a highly regulated industry, or if you need to know how your agents are interacting with their screens, you may need to consider this feature: agent screen recording. In…
Feature
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 Whisper.” This call center software feature can significantly improve agent-customer interactions, leading to better outcomes for both parties. In this feature overview, we will explore the…
Feature
Contact center operations involve dozens (or even thousands) of agents interacting with customers. How do you ensure that your call center agents are handling these interactions properly? One common way to oversee these interactions is to manually perform quality assurance reviews of agent interactions. You can read more about manual call QA reviews in our…
Feature
Wallboards are large displays that are prominently placed in call centers. Wallboards display analytics or KPI data for contact center agents and supervisors to easily see to monitor their performance during a shift.
Feature
A Call Detail Record (CDR) is a data record produced by a telephone exchange or other telecommunications equipment that documents the details of a telephone call or other telecommunications transaction (e.g., text message) that passes through that facility or device. It’s a vital tool for telecommunications operators, as it provides granular data about each call,…
Feature
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 call forwarding. This feature is more than just a nice-to-have; it’s an absolute necessity for most call centers. Brief Overview of Call…
Feature
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 the past, call monitoring often required the supervisor to patch in to a call (by dialing into a special extension). Thanks…
Feature
As a call center manager, you’re always looking for ways to improve your center’s performance and also comply with client and regulatory requirements. One tool that can make a significant difference in your operations is call recording. This feature, found in most all call center software solutions, can help you monitor agent performance, ensure quality…
Feature
Many call centers handle inbound calls. While not as common for inbound customer service applications, call tracking is a feature that can be quite valuable for inbound sales calls. Depending on how the feature is implemented, call tracking can provide the call center (and its clients) with a wealth of information about each call and…
Feature
Call transcription is becoming more widely used in modern call centers. Learn what call transcription is and how to choose providers that offer this feature. As an integral part of modern call center software platforms, call transcription offers a benefits that can greatly enhance the efficiency and effectiveness of your call center. Call transcription is…
Feature
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 different problems. Agent click-to-call (aka “click-to-dial”) is a feature that improves agent productivity. Customer click-to-dial is a feature that makes it easier for customers to contact you. Agent-initiated click-to…
Feature
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 or mobile application. This service instantly connects customers with a customer service representative, without the need for dialing a number manually. Customer initiated click to…
Feature
As the person responsible for choosing a call center software provider, you have a vital role in ensuring the smooth operation and success of your company’s call center. One feature you need to be aware of and consider when selecting a software solution is cold transfer, also known as blind transfer. A cold transfer is…
Feature
Outbound dialing is hard! Consumers don’t answer the phone with all the phone spam they receive, and contact rates are at historical lows. As a result, call center software platforms have had to evolve to try to eke out decent answer rates for outbound calls. One feature that helps improve contact rates is “local presence…
Feature
Contact center operations involve dozens (or even thousands) of agents interacting with customers. How do you ensure that your call center agents are handling these interactions properly? One common way to oversee these interactions is to perform quality assurance reviews of agent interactions. Many call center platforms include a feature commonly referred to as a…
Feature
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 centers do this by using “skills-based routing”. This feature overview will dig into the details of what to look…
Feature
One essential feature of call center software is the ability to transfer calls between agents. One specific type of transfer is called a “warm transfer”. In this article, we discuss the benefits of warm transfer for businesses and customers, how it works, factors to consider when selecting a call center software provider, and tips for…