Sponsor: Alotech

Four Things to Look for in a Call Center Software

This guide is written to all salespeople, sales managers, VPs, IT, customer service and general management (CEO, CTO, CFO). It should be a required reading for an-yone that is part of the decision to expand to a call cen-ter. It is specifically written to those companies that have outgrown the typical ways of cold calling and desire to move into a full-fledged call center program to accel-erate company growth.

Within this document we will focus on the importance of the following in a call center software:

  • Stable platform on which to base the system
  • Enterprise-grade, full-featured software
  • Extremely easy to use
  • Works for your budget

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Order Voicebot via Dialogflow

The client is one of the leaders in the multi-chain fast-food industry. Their goal is to take and deliver orders faster than the competition, even when the order volume is at its peak. In order to ensure problem-free food deliveries and continued consumer satisfaction, the client asked for a Voicebot, an AI solution with machine learning capabilities that is capable of taking the phone orders. Additionally, they requested a software solution with the ability to predict possible consumer interactions and respond accordingly.

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Interactive Chat Response

The customer is a prestigious university known for its high capacity for enrollment. Before Call Center Studio, their call center services were handled by an outsourced company. During high demand periods such as registration, exam & enrollment periods, the company failed to provide adequate service for students.

The customer also had a chat platform operating on Adobe to decrease the call traffic and direct the students to the chat service. However, Adobe's infrastructure requires all end-users to update individually. Students had no choice but to leave chats and calls with student representatives to perform manual updates. Plus, the chat system was unable to direct the students to the appropriate representatives. The result was an ineffective chatting system that could not reduce agent inbound calls, the student representatives were overwhelmed dealing with calls and chats simultaneously.

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Black Friday Chatbot via Google Dialogflow

Call Center Studio's client is one of the regional leaders in the e-commerce industry. They were challenged to manage their traffic during Black Friday. Despite having an expanded call center team, due to the sudden increase in shopping volume on Black Friday, increasing the number of representatives alone was insufficient to handle all customer queries.

To manage the call center efficiently, reduce stress and decrease complaints about the customer representatives, the client needed a chatbot that would understand the requests and provide solutions accordingly.

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Discover Benefits and Best Practices to Improve a Call Center

In the modern world, call centers remain one of the most challenging places to work in. They have very high turnover rates, usually low employee satisfaction and, are regarded as a cost center by most executives.

The ongoing pandemic has been shaping the way businesses operate in new ways, including call centers. It forced closing down of office spaces and created a pressure to switch to a work-from-home (WFH) setup. It is still unknown whether the new pressures are here to stay or not, and whether they are good or bad.

So, how can you manage your team effectively in one of the most challenging environments under the pressures of digitalization, remote-work, and customer demands? Download this Success Kit to discover how to improve your Call Center.

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