Agent Optimization

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Agent optimization news surrounding contact center innovations and strategic implementations that lead to an efficient workforce and increase agent successes.

 

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Improve Agent Performance with Contact Center Reporting & Analytics

Reporting Tools To Improve Contact Center Agent Performance Using built-in and customized reporting and analytics, your contact center should be measuring agent performance to increase workforce optimization and enhance the customer experience. KPIs Benchmark against key performance indicators (KPIs) to identify individual agent performance against overall operational goals.  Easily [...]

Forecasting Contact Center Staffing – Reports & Analytics

Create custom reports for forecasting contact center staffing needs. Reporting and analytics tools for dialer software are popularly used to optimize sales and marketing efforts.  However, using analytics tools with custom reporting features can help predict future staffing needs and produce correct forecasting for contact center staffing needs. Analyze Previous [...]

Reasons for Custom Agent Screens

Custom agent screens are integral to optimized operations and create a path towards a better CX (customer experience).  A non-customized screen can hinder close ratios for sales.  It can also mean missed opportunities to gather important information about the caller or, call recipient. Reasons to Customize Agent Screens A [...]

Limiting Manual Calling – Keep Agents Productive!

Easily Limit Manual Calling Limiting manual calling by agents at your contact center can be integral to making sure that agents are optimized, their productivity levels remain high and sales and marketing goals are achieved.  Keeping the workforce focused and on task is a challenge that is prevalent [...]

Benefits of the Preview Dialer

Preview Dialer Benefits Adding the preview dialer software to your contact center has many benefits.  Save valuable operational and agent time, make better, more meaningful connections with customers and give staff the resources they need to close sales and grow marketing efforts. Top Benefits of Automatic Phone Call Software [...]

How CTI Screen Pops Improve Customer Experiences

How CTI Screen Pops Improve Customer Experiences Screen pops improve the customer experience, agent efficiency and enable seamless sales and better customer service. Integrating your contact center software with a CRM and adding agent desktop screen pops puts detailed and pertinent customer information at the fingertips of every [...]

Reduce Abandoned Calls with Queue Callback

Queue callback is an added feature that can improve the customer experience and reduce abandoned calls.  When inbound call center volumes approach capacity or, preset limits, enabling queue callback gives customers the option to be contacted by an agent at their next earliest convenience. Giving customers the power to [...]

Automated Call Center Agent Alerts

MyCallCloud has the ability to send automated alerts when your system needs attention. Savvy managers know things happen and there are times when staff are not watching the ‘Dialer.’  They also know staff get focused on specific issues and sometimes do not see critical events building up.  Automated Alerts on your [...]

Soundboarding Solution for Agents

Soundboard implementations allow call center agents to communicate in real time with clients by selecting from an array of pre-recorded responses.  Soundboarding has been in use for years and is steadily gaining in popularity; it can be used to help ensure accurate message delivery for commonly stated presentations (i.e. [...]

No Dial™ Ringless Voicemail Drops

Deliver pre-recorded messages to prospects or customers without engaging dialing by loading the voicemail directly onto the customer’s phone server. Utilize the My Call Cloud contact center software industry exclusive: patent pending text-to-speech ringless voicemail drops. Increase contact center productivity and optimize agent workforce.  Add No Dial™ ringless voicemail drop to your outbound contact center suite today and watch engagement numbers soar!