Agent Experience

Streamline your business calls for a better work-life balance

24 November in Agent Experience, Call Center, Customer Experience, Small Business

Use technology to create a work-life balance that leads to a happier, more productive call center team. Empowering your agents to have a better work-life balance can improve productivity and your contact center’s ability to achieve its business goals. Today, the culture in modern call centers...

Freshdesk Integration with Ozonetel

31 December in Agent Experience, CRM Integration, Customer Experience, Ozonetel

The Freshdesk integration with KOOKOO opens a whole host of features to the Freshdesk user. These features will allow them to increase customer satisfaction and improve agent productivity. The features include: Unified Window with click to call functionality: reduce frustration and save time. Screenpop Integrations:...

4 Immediate ways Voice Bots can help sales teams

21 December in Agent Experience, Artificial Intelligence, Call Center, Customer Experience, Telephony For Sales

It has been quite a while since chatbots have invaded the customer service sector. Several big-name bots have taken up residence on different platforms to serve various purposes. Chief among those purposes is to let the users interact and communicate in real-time. This provides a...

How to make collection calls? Cash in on the right technology.

13 November in Agent Experience, Artificial Intelligence, Call Center, Customer Experience, Ozonetel

“A customer who is delinquent on a loan is, first and foremost, a customer. If handled correctly, a collections customer can still yield new sales. If handled incorrectly, current and future sales could be lost.” Chris Maranis* As most contact centers for financial institutions, products and...

A Quick & Easy Guide to ‘Automatic Call Distribution’

05 October in Agent Experience, Call Center, Customer Experience

ACD, aka Automatic Call Distribution, is a telephony software tool that automates incoming call distribution amongst your staff. A business can define rules for how this distribution takes place, based on their needs.  Generally, an ACD works with your call routing parameters to connect callers to...

Call Routing: the logical way to manage your workforce

08 December in Agent Experience, Call Center, Customer Experience, Ozonetel, Telephony For Sales, Telephony For Support

You might have a contact center with 500 agents. But if you do not recognize their skills and put them to good use, you wont make the most of your workforce. All your agents are making and receiving calls — some more than the others, some...

How to manage and analyse After Call Work in your contact center

03 November in Agent Experience, Call Center, Customer Experience

This primer on After Call Work includes: What is After Call Work?What is the average after-call work in call centers?5 Tips to Reduce ACW and Improve Agent ProductivityHow to use ACW to measure and improve performance What is After Call Work (ACW) or Post-Call Processing? As the name...