To begin, let’s start off with the basics. What’s a call/contact center? A call/contact center is the customer service function of an organization which deals with any inbound or outbound customer interactions. So, when you call/email/chat with any business that query is handled by the call/contact center of that business.
A multichannel call/contact center allows agents working in these customer-facing roles to access all queries, complaints, and other forms of interaction from one centralized dashboard. This includes social media accounts, website live chat, SMS, email ticketing, CRM and more.
In a nutshell, any digital platform (including calls) that your customers use to get in touch with you is integrated into the multichannel call/contact center and your teams can respond to every message directly from there.
This makes management of multiple systems easier; increases your customer satisfaction rates and agent productivity as well as reduces response time.
If you would like to see a true multichannel call/contact center in action then try mConnect’s free 7-day trial. No credit cards required; no strings attached. Simply try it for 7 days and see the benefits for yourself.
You can now generate more granular and detailed call reports based on DIDs, Call Groups and Call destinations. These reports are ideal for contact centers that have large amounts of incoming and outgoing call traffic and need to be able to break down their call data in different ways. Filter by Date Range Generate call
We’ve just released a new functionality for supervisors to rate their teams directly from a call recording. This makes it easier to provide feedback directly to a call and not having to try and explain the call in question. As you can see from the image above, a supervisor can listen to a recording from
Sometimes you need to get information fast and without too much analysis and number crunching. This is where our new PBX heatmap report comes in to play. The new heatmap allows you to discover which days and times are your busiest based on the number of concurrent calls happening during that period. For example, in
