Working in a Contact Center

Contact Center Supervisors  can monitor calls as they take place,  and  listen in, barge, or take over a call when needed. Dialpad's powerful Ai allows provides real-time transcripts of the calls to ensure Supervisors always have...

From answering and transferring calls to setting call dispositions and statuses, let's dive into the basics of working as a Contact Center agent. Go on duty In order to receive any calls, you'll need to  go on duty by adusting your av...

In today's high-pressure contact centers, real-time performance insights are essential for agents and supervisors. Dialpad's Contact Center Launchpad goes beyond basic metrics, offering customized dashboards that provide a deeper dive into performan...

Contact Center dashboards unlock real-time performance insights through metrics such as call duration, speed to answer, Agent status, hold times, and much more.  Contact Center Managers and Admins can use Dialpad's Multiple Contact Centers ...

Managing multiple Contact Centers can mean keeping tabs on hundreds of agents — which is certainly no small feat. Fortunately, Dialpad's Monitor All Contact Centers view makes it a piece of cake.  Let's dive into the details. Who can use ...

Dialpad offers two different Agent availability settings and states to help admins monitor their teams and ensure agents only take calls when they are ready. Availability settings apply to all shared lines, whereas the Active state setting is uniqu...

If you're frequently communicating with your customers, whether you run a small business or an enterprise, it's essential to ensure that your Agents are addressing the customer's needs effectively. One of the key ways to achieve this is through cal...

Call dispositions allow reps to categorize or assign an outcome to every call, letting you report specific call outcomes in Analytics. Let's look at how to log call dispositions. Who can use this feature Call Dispositions are available...

Can I use a desk phone to place outbound calls on my Contact Center? Yes — if you choose to add a direct line to your Contact Center user, then the user will be able to place outbound calls on a desk phone. If you are having issues making outbou...

Streamline onboarding, track performance, and build better customer experiences with our newest feature — Ai Coaching Hub. Ai Coaching Hub gives you a single location to view Agent and Trainee performance across multiple offices, Coaching Teams, an...

Dialpad understands the value of having all your data in one place. That's why we’re introducing Unified Conversation History for users with digital and voice contact centers. This new view provides a clear, interactive summary of all your Contact...