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5 Must Have Technologies For Today's Call Centers

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Read on to discover top call center technologies that every company must employ to deliver superior customer service.

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5 Must Have Technologies For Today's Call Centers

  1. 1. 5 Must-Have Technologies For Today's Call Centers
  2. 2. “80% of customers prefer talking to call center agents as opposed to other contact methods, but unfortunately only 26% of customers are satisfied with the response they get from the call centers.”
  3. 3. In order to meet the changing demands of today's customers and deliver superior customer service, a company must employ unbeatable call center technologies. Let's discuss the technologies in details:
  4. 4. 1. Automatic Call Distributors
  5. 5. Call centers need an automatic call distribution system to handle large volume of incoming calls. Since, automatic call distributors route all incoming calls to available agents, callers are never lost.
  6. 6. 2. CRM Applications
  7. 7. CRM applications provides call center agents with comprehensive customers information which helps them to solve customer issues swiftly. Agents can also use the CRM application to document and organize all the interactions they had with a customer. Having this informationat the ready, can help agents resolve issues more efficiently.
  8. 8. 3. IVR Technology
  9. 9. IVR is a self-service tool which allows companies to automate the handling of all incoming customer inquiries. It makes it easier for customers to help themselves by following the instructions on the IVR.
  10. 10. 4. Call Recording
  11. 11. To capture all incoming customer calls and other interactions, call centers should use a call recording system. This technology helps call centers to analyze how agents deal with the customers and what more changes are needed to improve their customer support system.
  12. 12. 5. Predictive Dialing
  13. 13. A predictive dialer is an automated telephone system that saves agents time as the dialer will detect busy signals, voicemail messages, disconnected phone numbers when there is no answer. With this technology, you can build a virtual contact center by merging agents from different locations. If any one of the contact center is unavialble, calls can be forwarded to the virtual call center. Hence, all calls can be handled without wasting any money for employing additional agents.
  14. 14. About Us The Real PBX, powered by CloudSpace Technologies LLC, is a global provider of unified cloud communication services such as Hosted PBX, Call center solutions such as Predictive dialer, SIP services and toll free numbers to consumers and businesses. For more information, visit: www.therealpbx.com or call at +1- 888-892-9646
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  16. 16. Call center technology must-haves - Tech.FirstPost 5 Must-Have Features for Your Contact Center- The Real PBX Refrences

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