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Working in a Contact Center
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Contents
Working in a Contact Center
11 Articles
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Call Monitoring Features
Whether you’re running a small business or an enterprise, if you’re communicating regularly with your customers (or if they’re communicating with you), you need to be able to see if your Agents are giving customers what they need. Call monitoring i...
Updated on : 28 Aug 2023
Multiple Contact Centers Live Dashboard
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 Dashb...
Updated on : 07 Sep 2023
Working as an Operator
Operators assigned to a Department are able to interact with callers in real-time, answering questions and offering assistance efficiently. Let's take a look at working as an Operator in Dialpad. Who can use this feature Agents can work as an...
Updated on : 13 Sep 2023
Working as a Department Administrator
Department Administrators are able to monitor calls as they take place, update their Operator's DND status, and customize their Department's settings. Let's take a look at working as a Department Admin in Dialpad. Who Can Use This Featur...
Updated on : 30 Aug 2023
Working as a Contact Center Agent
Agents assigned to a Contact Center are able to interact with callers in real-time, answering questions and offering assistance efficiently. Let's take a look at working as a Contact CenterAgent in Dialpad. Answer a call In order to receiv...
Updated on : 22 Sep 2023
Call Center DND vs Off Duty Toggle
We often hear "What is the difference between my Contact Center's DND toggle and putting myself Off duty?" So, let's break it down. Off Duty/Availability toggle The Off-Duty toggle disables an agent's ability to receive calls from any Contact C...
Updated on : 13 Sep 2023
Log a Call Disposition
Call dispositions allow reps to categorize or assign an outcome to every single call, letting you report on specific call outcomes in Analytics. Let's look at how to log call dispositions. Who Can Use This Feature Call Dispositions are...
Updated on : 30 Aug 2023
Working as a Contact Center Supervisor
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 their pulse on...
Updated on : 28 Sep 2023
Monitor All 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 this ...
Updated on : 11 Sep 2023
QA Scorecards
Let's talk Quality Assurance (QA). Continual coaching and actively monitoring your team's performance leads to heightened customer service, enhanced client retention, and employee motivation. Dialpad's QA Scorecards allow you to measure and impr...
Updated on : 22 Sep 2023
Using Desk Phones with Your Contact Center
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...
Updated on : 05 Jun 2023
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