Whether it’s for training purposes or to ensure that your call center agents are offering the highest level of service to your customers; there are times when you, as a supervisor, need to hear what’s being said.Maybe an agents’ numbers are going down and you want to offer them more guidance and constructive feedback or …
With mConnect you can truly interact with your customers no matter which platform they’re using. We offer social media and messaging app integrations for the most popular platforms around the world as well as a business SMS feature. mConnect integrates with: Facebook Twitter LinkedIn Telegram WeChat LINE Business SMS Find out how you can use this feature in …
How to Chat and Message from your mConnect dashboard – Video Read More »
mConnect offers an email ticketing system as a part of its call center omnichannel solution. From within the dashboard, you can easily respond to tickets, assign tickets to other agents, merge tickets and close tickets.In addition, you get to see each agent’s performance. How many tickets they’ve been assigned, how many were resolved/closed and so on.In our …
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Having the right tools is vital to exceptional customer service. However, even if you’ve got the best call center software available it still needs to be configured to suit your team’s and agents’ personal needs. For example, call wrap-up codes are unique to each business and the type of reports your call center needs could be different from any …
Your All-in-One Video tutorial for call pop-ups, wrap-up codes and reports Read More »
Integrate Microsoft Teams with 3CX using the mConnect and Mr. VoIP’s 3CX and MicrosoftTeams app. What’s more, this integration is included in the 7-Day free trial we offer allowing you to truly test it thoroughly before you commit. To help you get started with the Teams integration and ensure you’re setup for success we’ve put …
Configuring Microsoft Teams with mConnect – A guide Read More »
Utilize your agents’ time to the maximum and boost their performance by using a predictive dialer. A predictive dialer is an amazing tool that automatically dials numbers even before the agents become available; allowing your agents to reach as many leads as possible. In the case of an unanswered call the system quickly moves onto …
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Wrap-up codes are important for any call center as they indicate the nature of an interaction. Agents specify wrap-up codes after completing a call; for example, a completed sale, a customer dissatisfied with a service, or a billing problem.Wrap-up codes allow you to label calls and organize them according to their nature. In turn, this …
Your website represents your company and your brand identity. It goes without saying that anything you add to your website needs to be in-line with your brand and strategy. This also applies to your website live chat window.mConnect’s website live chat is fully customizable to incorporate your brand colours and logo. In addition, you can select specific …
An omnichannel contact center allows you to unify all your digital communications platforms into one centralized system. This includes call management, social media, website live chat, business SMS, Fax, CRM and email ticketing. As you can imagine the benefits of applying an omnichannel contact center in your call center are tremendous: Increased customer engagement & …
Call Centers are not only about answering calls. To remain competitive, you need to exceed your customers’ expectations and always work on improving.The easiest way to achieve this? With call reports and call recordings.Call ReportsPart of a call center manager’s job is to ensure that all agents are working to their full capacity and that …
Manage your 3CX Call Reports and Call Recordings from mConnect Read More »
