Logs play a key role in the operations of modern call centers. With the help of logs, managers can monitor employee performance, track customer interactions history, and analyze customer behavior. Call center managers are able to use data stored in logs to improve agent efficiency and better meet customer needs. Having access to accurate information collected from all channels also helps ensure that customer interactions are handled properly.
Logging is essential for call centers as it helps ensure operational excellence even when dealing with complex customer queries. By using a centralized logging system that stores data from multiple sources, managers can easily access detailed records of each interaction between customers and agents. This provides vital insights into how customers interact with different support channels such as phone, email, chatbot and social media platforms. With this crucial information at their fingertips, call centers can more effectively refine their services and improve productivity across the board.
More Contact Center Log Resources
Call / Screen Recording Software for Call & Contact Centers | LiveVox
Record and play back everything. Easily retrieve, distribute, and play back comprehensive call recordings that include the full desktop screen, agent information, and all relevant call metadata. Learn how to leverage this data with SpeechIQ® with Quality Management.
Financial Service Industry Challenges (Banking, Retail & Global) | LiveVox
It’s imperative that financial services are catching up, or keeping up, with the latest technology to improve efficiencies and lower costs. In the PwC survey mentioned earlier, 70% of the leaders said the speed of change in technology was a concern. And in our own Customer Experience Flash Report, 73% of contact center C-suites cited improving barriers to customer service through the use of digital technology as a top priority this year.
PBX vs. VoIP: What’s the difference and Which is Better? (livevox.com)
The differences between PBX and VoIP. While PBX and VoIP are similar, in the sense that they are phone systems that facilitate inbound and outbound calls in an organization, there are some fundamental differences. VoIP has been considered to be the more popular choice of the two, as VoIP was purposefully invented as an improvement to the previous systems. However, traditional PBX still has its own benefits. So here are the differences between the two that you need to know.
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