What is Call Logging?
Call logging is the process of collecting, analyzing, and recording customer interaction data. Call log data includes the call origin, call destination,call length, and other transaction details. Other information captured can include call start and end times and the resolution provided.
More Call Center Call Log Resources
What is Call Flow in a Contact Center? Meaning, Process & Systems
The conversation flow will vary depending on the reason for each call. A customer who contacts your brand to reschedule an appointment is not going to have the same interaction as the person who contacts you because they need to report a suspicious charge on their account or would like to increase their credit line.
To ensure you’re tailoring each interaction to the issue at hand while also streamlining your scripting process, follow these handy tips.
A Guide to IT Ticketing Systems for Call Centers
When it comes to customer service, the customer experience is everything. In order to provide the best customer experience possible, it’s important to have the right tools in place. IT ticketing solutions feature different benefits, but the sole purpose of them is to help agents track and manage customer tickets more efficiently.
This blog post will serve as your complete guide to IT ticketing systems for call centers. We’ll cover what an IT ticketing system is, how it works, and the benefits of using one. We’ll also explore some of the most common features of IT ticketing systems and what to look for when choosing one for your company.
What’s a Cloud-Based Contact Center? Software & Technology
Improve the customer experience.
Thanks to Call Logs, the data agents need is displayed in front of them automatically with every call, with no need to toggle between multiple applications looking for it (and making the customer wait in the process). AI capabilities like sentiment analysis and speech analytics guide agents with the next best steps for each individual, empowering them to deliver the level of personalization savvy customers crave. Convenient self-service tools like intelligent IVR allow customers to quickly self-resolve simple issues, boosting satisfaction.
How NICE can help
NICE is the market leader in providing customers the cloud contact center software they need to deliver consistently exceptional customer experiences. Benefits include:
- Modern ACD providing digital first omnichannel routing and increased business agility
- Integrated and comprehensive workforce management solutions to engage and empower contact center agents to achieve business goals
- Automation and artificial intelligence (AI) capabilities to enhance the customer experience and automate routine agent tasks
- Omnichannel customer journey management
CXone provides an intelligent, unified suite of applications covering the breadth of contact center management disciplines, simplifying administration and streamlining the user experience.
