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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 [...]

Deliver the Best Call Center CX in 2019!

It's 2019 and more than ever, businesses have every opportunity to invest in resources to deliver the best possible CX. Now is the time to capture your customers across multiple channels and interact with them the way they prefer. A customer captured on a platform that has a "premium [...]

2019-02-07T22:25:22+00:00January 30th, 2019|Categories: Contact Center Technology, Customer Experience, My Call Cloud|0 Comments

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 [...]

What Your Contact Center Can Achieve With Just 2 Hours of (Free) Consulting

Getting the Most out of Contact Center Consulting Services In just 2 (free) hours of customized consulting, your contact center can understand opportunities for efficiency and fill gaps to maximize productivity. My Call Cloud has more than four decades of contact center and software experience and our professionals [...]

How to Decrease Inbound Contact Center Wait Times

Decrease Caller Wait Times & Increase Customer Satisfaction Use these same-day setup resources to decrease inbound contact center wait times and improve overall customer satisfaction. When inbound call volumes are eased and customers are given options to avoid long wait time, agent productivity also benefits. Implementing these add-on [...]

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 [...]

2019-01-02T12:43:45+00:00January 2nd, 2019|Categories: Agent Optimization, Contact Center Management|0 Comments

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 [...]

4 Tools to Improve First Contact Resolution Time

4 Tools That Improve First Contact Resolution (FCR) Service and quality scores can be maximized when contact centers improve first contact resolution times.  First contact resolution (FCR) is a measurable goal that builds customer confidence, brand loyalty, repeat buying and, grows sales.  Implementing four easily integrated software solutions [...]

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 [...]

4 Call Center Routing Strategies to Increase Repeat Buyers

Smarter call routing strategies can change your contact center sales and marketing forecasting, increase repeat buyers and develop better customer relationships that foster repeat business. Call center call routing can empower your contact center to make smarter strategic moves when working with inbound and outbound calling. Enabling just four [...]