Working in a Contact Center

  • Last updated on Mar 16, 2025
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 th...
  • Last updated on Mar 16, 2025
  • Published on Jun 5, 2023
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 To receive calls, you'll need to go on duty by adjusting your availability status to Av...
  • Last updated on Apr 11, 2025
  • Published on Sep 26, 2024
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...
  • Last updated on Mar 11, 2025
  • Published on Jun 5, 2023
Boost efficiency with a real-time dashboard for contact centers. Track agent performance, reduce wait times & enhance customer satisfaction instantly!
  • Last updated on Dec 13, 2024
  • Published on Jun 6, 2023
Managing multiple Contact Centers can mean keeping tabs on hundreds of agents — which is certainly no small feat. Fortunately, Dialpad's Real-Time Contact Center Management view makes it a piece of cake. Let's dive into the details. Who can use...
  • Last updated on Mar 12, 2024
  • Published on Jun 5, 2023
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...
  • Last updated on Dec 13, 2024
  • Published on Jun 5, 2023
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...
  • Last updated on Dec 13, 2024
  • Published on Aug 17, 2023
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 Call Dispositions are available to Dia...
  • Published on Jun 5, 2023
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...
  • Last updated on Mar 6, 2025
  • Published on Jun 13, 2024
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...