Top 6 Essential Features in a Contact Center Software
Imagine this scenario: A growing queue of incoming calls, where you have to change between multiple applications to get the customer's information, product information, and other internal resources for each interaction. Not having a Dialer for Call Center becomes very time-consuming and results in longer hold times, frustrated customers, and lower agent morale. That is the sad end of using old contact center software and it's a sign you need to switch to Dialer for Call Center . This article will explore the six key features that will make your contact center software or Dialer for Call Center efficient and, in many cases, customer-centric. These Functionalities can bring improvements in several agent performance dimensions, reduce the nature of friction present in these interactions, and eventually make the overall experience better for both agents and customers. 1. Interactive Voice Response (IVR) The IVR system functions much like a virtual receptionist; that is, it greets ...