How to Use Skills based Routing Effectively?

Tips to Use Skills based Routing Effectively

How to Use Skills based Routing Effectively?

Almost all modern call center software is equipped with a variety of call routing rules to increase agents’ productivity and customer satisfaction. Skill based routing is one of the advanced call routing module that will let you utilize the full potential of your agents. That’s the reason almost all contact center solutions come with this feature.

Having skill based routing feature doesn’t finish your job, you have to take certain steps to make the most out of it. To help you assure that you use your skill based routing effectively, here is a step wise guide.

1. Build a skill set and map it to the agents

Each call center would need different types of skills in its agents. Some skills can be taught as part of training programs and some are prerequisite in an agent before awarding him a job. Read More

Top 3 Ways Voice Logger Solution Flourishes Tech Support

3 Ways Voice Logger Solution Flourishes Tech Support

Top 3 Ways Voice Logger Solution Flourishes Tech Support

Technical support aka tech support is a tricky job. It needs multiple skills such as great communication skills, advanced technical knowledge, interpersonal proficiency and more. The technical support engineers need to be polite as well as they need to explain the solution in an easier way so the customers can get the required solution. To meet the required expectations of customer tech support and performance expectations, your technical team must be provisioned with advanced tools such as,

  1. Contact center solution
  2. Contact center CRM Integration
  3. Voice logger solution

Each tool has its own pros and it contributes in quicker issue resolution and increased customer satisfaction ratio. In this article, we will talk about voice logger aka call recording software and how it benefits the technical support department of the company. Read More

Voice Broadcasting Empowered Insurance Companies

Voice Broadcasting Empowered Insurance Companies

Voice Broadcasting Empowered Insurance Companies

Insurance agencies need to be in touch with their customers. Each insurance company has agents to take care of required ongoing communication. However, in today’s fast pace world, the clients avoid meeting agents. This type of client behavior creates a huge roadblock in the process of lead generation and nurturing. However, the insurance companies need to accept the customer preferences. The solution that can help insurance agencies in the process of taking care of their business without disturbing their clients is the Voice Broadcasting Solution.

The voice broadcasting solution can be used to send a voice message to the clients. It is an incoming call with a short voice message that a customer can use and act accordingly without getting involved in a formal discussion with an agent.

The voice aka call broadcasting solution has benefited many insurance companies. It has empowered various operations of the insurance agency. Explore the top 4 utilities of the voice broadcasting solution for an insurance agency: Read More

Call Center CRM Integration: Empower your Agents to Cater Customers with Personalize Omnichannel Communication

Call Center CRM Integration - Elisiontec

Call Center CRM Integration: Empower your Agents to Cater Customers with Personalize Omnichannel Communication

Each business has a customer care center whether in-house or outsourced to a third party call center. The two major solutions used in the process of effective customer support area

  1. CRM solution to manage customer information and
  2. Contact center solution to make and receive calls to provide real time support service to clients.

Both of these are two huge systems and the agents normally need to switch back and forth between these two solutions. What If these two systems are integrated and your agents can access the major features of both solutions within a single screen. Moreover, you won’t need to buy or change your existing call center software or CRM solution. You will not lose any of your existing data.

Yes, all of these can be possible with the Call Center CRM Integration.

We, at Elisiontec, have expertise in integrating any open source or custom CRM software and Contact center solution in a way that both systems’ can be accessed within a single window. Read More