Posts Tagged ‘features’

Home Show features local products, services

Home Show features local products, services
Sponsored by the Greater Maryville Chamber of Commerce and Maryville Parks and Recreation, the NW Missouri Home and Better Living Show will be held from 9 am to 3 pm, Sunday, April 17, at the Maryville Community Center, 1407 North Country Club Road.

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Article: Instant Expert: Secrets & Features of iOS 4.2

Article: Instant Expert: Secrets & Features of iOS 4.2
Today Apple released iOS 4.2 for the iPhone, iPod touch and, most notably, the iPad. Originally announced at the company’s fall event back in September, iOS 4.2 represents the unification of the iOS operating system across all of Apple’s mobile devices, bringing the iPad up to speed with the multitasking capabilities and other major features introduced in iOS 4 and bringing the anticipated …

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Call Centre Software – Features That Call Centres Can?t Do Without

Call centre software systems perform a variety of functions such as automating processes, reporting in real time and integrating different channels of communication between agents and customers.

Depending upon the complexity of tasks and the magnitude of the enquiry turnover, there are several types of call centre software systems such as telephone call routing software, predictive diallers and call centre control software etc. available in the market place. Typically, most call centre software solutions have the following features:

Reporting
Since call centres need to have real time interaction with customers, keeping check of agent performance so as to maintain and improve the quality of customer service, is of critical importance. Call centre software systems perform this task very efficiently by providing real time reports to managers. Performance reports over time can also be produced.

While every call centre software solution provides some standard performance reports, one should look for flexibility and customisability so that the call centre is ready for future challenges and requirements.

Automatic Call Distribution (ACD)
The customer needs to be attended to – sooner rather than later is the goal of a call centre striving to serve its customers well. But the number of agents handling many customers over a number of channels makes it tough to manage efficiently if an automatic call routing aide is not available. The automatic call distribution feature of call centre software simplifies this rather complex operation.

Not only does it route the call to an available agent, it also provides any information available on the customer to the agent, thus giving customers a personalised experience.

Call centre software solutions with advanced ACD features can also pick and choose the most appropriate agent for a particular caller based on their past calling history, complexity of problem, agents skill etc. This helps with customers getting the right service in good time.

Computer Telephony Integration (CTI)
The most frustrating experience for any customer is to call a call centre for the nth time and have to repeat all their details over and over again. Computer telephony integration features stop this kind of situation arising.

The customer’s data and previous call history are stored in a computer that is integrated with the telephone system through software. The moment the customer gets connected to an agent, all this data is made visible to that agent on their screen, leaving the customer free to pursue their current problem without having to repeat themselves.

Such is the effectiveness of this feature that computer telephony integration has become a default feature for any call centre software solutions. Advanced versions boast of soft phone functionality (use of computer to control calls) and predictive dialler capabilities (an agent is connected only when a live person answers the automatically placed call).

Interactive Voice Response (IVR)
Quite a few callers have queries that can be solved by just accessing a database without engaging an agent. An Interactive voice response feature interacts with customers and leads them to a solution through a set of predetermined questions. It is a very important feature, and can be an expensive add on, so do enquire about its availability with your chosen package.

Apart from above mentioned ‘must have’ features, call centre software solutions generally have some other features like workforce management for real time monitoring, call blending for switching agents between handling inbound calls and outbound calls, and multimedia handling for simultaneously handling of queries over different communication channels such as email, web, fax, chat and phone calls.

The performance of a call centre depends a lot upon the efficiency of the call centre software. So do a thorough investigation of your systems, processes and future plans before deciding upon any call centre software solution – be it operations specific such as telephone call routing software, predictive dialler or general call centre management software. Moreover always go for the software that is scalable and customisable according to your specific business and turnover requirements.

Cool pools: Home water features add the wow factor

Cool pools: Home water features add the wow factor
Having a swimming pool if you live in Florida is almost like having a warm coat if you live in North Dakota.

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Eight Important Features That a Good Call Center Software Must Have

The proliferation of call centers and their growing popularity has led to a huge demand for call center software and such software is essential for every call center who wants to increase and maintain their proficiency and productivity.

They allow one to manage interactions, reduce hold time, route calls immediately to ideal agents, provide detailed call reports and assist in customer communication. However, not all call center software is up to the mark. Here are some features which are a must in any outbound or inbound call center software.

1) Easy to understand navigable lay-out:
Keeping in mind the requirements of call centers, various General User Interface (GUI) based software units are being developed to provide a unique platform for the user to carry on interactions with their callers without any interference. Moreover, GUI can also be used for the task of gathering and producing information.

Remember, whichever GUI software you prefer for your call center it must be clear and easy to read. It must help the users to easily understand its functionality. The GUI software should be such that a user must be able to navigate his way through the numerous processes without getting lost.

2) Callback function to keep the caller happy
With call center software it is important to have call back function as it allows the caller, whose call is not processed at the time of call, to instruct the system to establish the connection whenever the line is available. This is done by the system by retaining both the called and calling numbers, redialing the called number periodically and alerting the caller when the connection has been made. This way, the caller will not be disappointed.

3) Built in real time statistics
In any contact centers, there are numerous data that need to be kept track off and the most challenging part is to use the data effectively. Call center software has built-in real time statistics that make it easy to establish communication with agents and executives instantly. Real time statistics built right into the software, helps the users to see and process the displayed data and make the correct decisions in real time.

4) Manage time with built-in IVR
A built-in Interactive Voice Response (IVR) system greets caller and prompts them to enter enquiries over their telephone keypad. It helps in providing the caller with a lot of information without burdening the call center agent and by reducing the time spent by the agent providing repetitive and standard details. It therefore helps by increasing the efficiency call agents. IVR is a must have software for any call center as it helps a call center agent to spend their time in a more productive way.

5) Improve communication with pop-up screens
For incoming call software, a pop-up window is an essential. With a pop-up window, the call center agent will be able to see the caller’s name, address, time of call, and other pertinent information on his/her screen. This feature helps in maintaining a database with various details about the caller and so it becomes easy to establish a good call agent and caller relationship.

6) Handling computer calls
With various call center software, there are call routing solutions to help call agents handle calls more effectively. In the longer term, efficiently routing and handling customer phone calls, chats, e-mail, and other media boosts the call center’s productivity. With call routing software, one gets valuable information related to a caller, like the time of call, duration of call, geographical location etc. This information helps to direct the caller to the agent who can help the caller best.

7) Quality monitoring capabilityAs quality assurance is important for the success of any call center software, it is important for the call center software to be equipped with the capacity for real time monitoring. It will allow the supervisor to keep track of past records of the interactions between the call center agents and the callers to check on the performance quality of the agents.

Customisable elements
The best way to judge the quality of any call center software is to review its customisable, flexible and scalable features. The more flexible is the software, the more it will suit the changing requirements of the call center company. With a feature enriched and easy-to-use call center software solution; there will be an increasing number of callers being handled which will ultimately improve the productivity of a call center.

Case Management Software features cloud-based architecture.

Case Management Software features cloud-based architecture.
Hosted on secured Amazon cloud servers, Lagan OnDemand(TM) enables governments at all tiers to implement enterprise-wide case management system. Municipalities can track citizen service requests from creation to completion. Program streamlines call intake, empowers government employees to resolve citizen queries, and engages departments responsible for addressing problems to close loop with …

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can anyone recommend a call and support center software which is web-based which has the following features:?

1. Auto Logging of issues from email.
2. Manual Logging.
3. Pop-up of outstanding issues at regular intervals
4. Supports normal Phone Lines.
5. Supports Voice Over IP (V.O.I.P)
6. Allows Remote Access for users to log issues.
7. Has Facilities for Live Chats.
8…and facilitates for call quality and monitoring

Can anyone please give me recommendations of any software that can do the above?

Thanks….