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By junaid on 8/25/2016 8:05 PM

In the current context of continuous and intensive computerization, the most successful call centers have dispensed with the facts and figures distracting to reach the right track of what should be measured to mark success around and improve the customer experience. Based on a customer service strategy, lower number of calls handled per hour or irrelevant duration of a call damages the quality of service, but quality metrics that do not contain quantitative measurements of efficiency can have a contrary adverse effect on customer experience and satisfaction.

By junaid on 8/18/2016 3:53 PM

In terms of telephony, ACD has an acronym for Automatic Call Distributor or Automated Call Distribution (Automatic Call Distribution). But as its name indicates, it’s a system that allows the distribution of incoming calls to a specific group of terminals that use agents or call operators. Usually, this instrument is part of the CTI (Computer Telephony Integration) systems.

By junaid on 8/11/2016 3:01 PM

The main aim of any software integrated with an organization is to increase business productivity and reduce cost. The same point of view is applied to contact centers. Contact center managers want to improve the customer experience and reduce costs involved in contact center departments. In a contact center, the workforce is always the main area to look to when you need to cut costs, as it usually represents between 60% and 70% of the costs of the day.

By junaid on 8/8/2016 2:49 PM

Contact center call reporting software provides more in-depth details about calls your agents make than regular phone bills data, which you also have to wait for a month to receive. Call reports should be available whenever you need: the last hour, day, week, month or year, even in real time.

By junaid on 8/3/2016 3:56 PM

Call centers are often the frontline of a business. More than 65% customers first get in touch with the company via its contact centers by phone calls or support tickets. Statistic shows that phone support should still be the number one priority for call centers since it’s much easier for a customer to pick up the phone and speak to someone who can help.

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