Must Have Features in a Call Center Solution to Deliver Exceptional Customer Support

Must Have Features for Exceptional Customer Support

Customer experience has become a vital contributor to the success of a business. If your customers are unhappy, you are likely to lose your clients. An experienced team often helps in improving client satisfaction. In addition to that, using the right tools can contribute to elevated client experience and satisfaction. A call center solution is one of the known tools that help businesses to provide exceptional customer support.

You can find different call center solutions in the industry and all of them will have some similar and some different features. It is necessary to choose a contact center software that has the best features to support your aim of delivering an exceptional customer experience.

Following are the must have features in your call center software to support customer care operations.

1. AI voice analysis

AI voice analysis for call centers automates the job of assuring the quality of calls. This tool will review each call and rank it based on different performance criteria. From sentiments analysis to usage of correct or incorrect phrases, silence and verbose communication, etc. can be detected and highlighted by this tool. It works as a boon to measure the efforts of your strategy and agents to improve and enhance customer support.

2. Omnichannel communication

In the 21st century, it is impossible to neglect the importance of omnichannel communication. You must use an omnichannel call center solution to provide customer support across all touchpoints without getting your agents all over the place. The omnichannel contact center software can help you deliver customer services via different channels without leaving the window of a call center solution.

3. Advanced call distribution rules

In customer care or support center, it is a must have feature. The best call center solutions will have different and multiple automatic call distribution (ACD) features, but remember, you need advanced call routing strategies, which include, skill based routing and sticky agent. This can help you deliver a better customer experience.

4. Unified communication view

As customers use more than one communication channel, even if a customer support center uses an omnichannel call center solution, it becomes difficult to keep track of communication made via different channels. The disposition message may not provide added information. Thus, it is necessary to use a call center solution, which provides a single view of all customer interactions. For example, DialShree has a customer profiling feature that supports viewing all interactions via any mode of communication. This provides a holistic view to agents to deliver better and personalized responses.

5. Self serving features

There is no surprise that self serving features are a must in a contact center solution to deliver better customer support. Multiple customers prefer using these features to enhance their customer satisfaction and agent productivity altogether.

These are the must have features in your call center solution to provide satisfactory customer support to your clients. If you are looking for a complete contact center software that has all these features, then we have one of the most renowned solutions, DialShree. Contact us for more details and to book a demo.


Major Features to Boost ROI of Your Outbound Call Center

Boost ROI of Your Outbound Call Center

Outbound call centers perform amazingly well for sales, telemarketing, cold calling, collection, and multiple other types of campaigns. The outbound contact center solutions provided by the top call center software providers are loaded with an array of amazing features that can take the ROI graph higher.

Let’s explore more about the major features of the call center solution that boost outbound call center’s ROI. (more…)


How to Reduce Cost per Call in Your Customer Care Center?

Reduce Cost per Call in Your Customer Care Center

Running a call center is an expensive business. From expensive technology tools to deployment, server costs, maintenance, staffing, human resource management, etc. is quite resource-intensive and expensive. Therefore, it becomes necessary to identify each possible opportunity to reduce cost per call.

In this blog post, we have gathered the top tips that you can implement in your customer care center to reduce the cost per call. (more…)


How Does WhatsApp Chat in Business Increase Customer Delight?

WhatsApp Chat in Business Increases Customer Delight

WhatsApp with two billion consumers has been driving professional and personal conversations. With this gigantic number of users, WhatsApp has become a new trendsetter in the customer care industry.

Along with the introduction of the WhatsApp business, innovative communication companies have launched multiple WhatsApp solutions such as the smart WhatsApp web tool. The increasing use of WhatsApp has also made it necessary to add WhatsApp as one of the communication channels into communication tools like a call center solution, IP PBX software, etc. (more…)


Customer Service Statistics You Must Know

Must-Know Customer Service Statistics

Customer expectations are dynamic, but keeping an eye on what customers want is necessary for all businesses. Especially, call centers, customer support centers, and similar businesses that earn their bread and butter from customer experience need to have more clarity over customer expectations.

To help businesses that focus on customer experience by delivering quality services, we have jotted down major customer service statistics. These are must-know customer service statistics, which will help you use your call center solution and agents more strategically to improve customer experience: (more…)


Benefits of Advanced Call Distribution in Call Center

Advanced Call Distribution (ACD) Benefits

A call center solution offers an array of features. Advanced call distribution (ACD) is one of the most popular and useful features available in this software. In this article, we will share more details about ACD and its major advantages for the users of a call center solution.

What is ACD?

It is an automatic call routing rule available in the call center solution. This feature automatically routes incoming calls to the right agent. (more…)


Video Contact Center and Its Advantages

Video Contact Center and Its Advantages

Video contact centers are gaining a lot of popularity. In-person customer support and services are getting emphasized to build a better customer relationship.

What is a video contact center?

A call center that uses a call center solution that supports video chat is a video call center solution. This software will have all features you will find in a contact center solution. Moreover, it will have one-to-one video chat support.

The agents can use this feature to have a video call with the customers. (more…)


Tips to Define an Effective Call Center Management Strategy

Effective Call Center Management Strategy

Customers first contact a call center as part of the standard to discuss their needs and issues. More than 50% of communications are still phone calls in any call center. Therefore, it is necessary for a call center to define and execute an effective call center management strategy.

Here are the top 5 tips that can help you define an effective call center management strategy:

1. Hire experienced agents

If you have a team of experienced agents, then half of the job is done. (more…)


How to Create the Right IVR for Customer Care?

Tips to Create the Right IVR for Customer Care

IVR (Interactive Voice Response) system used to be an independent solution and still many companies and call centers use it as an independent solution. Because of its amazing functionality and several advantages, many VoIP and telecommunication solutions have made it an integral feature. For example, a call center solution, IP PBX software, etc. solution has IVR as one of the features out of many available. (more…)


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