Working in a Contact Center

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...

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...

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...

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...

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...

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...

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...

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...

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 ...

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...

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...