Best Call Center Software
By Neil Patel
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What would it be like for your business to never miss another call?
Nothing scares away new business like hard-to-reach customer service or disorganized sales calls. Adopt the best call center software and you will outfit your teams with the tools they need to communicate effectively.
Today, an affordable call center is within reach of any business with an internet connection.
Forget about the requirements of a physical office space, infrastructure, or even a business phone system.
Modern call center software is all you need to get up and running. You still have the hard work of engaging your customers and clients, but all the heavy lifting associated with maintaining a call center is off your plate.
The Top 5 Options For Call Center Software
- Five9 – Best for Blended Call Centers
- Aircall – Best for Collaboration
- 8×8 Contact Center – Best for Enterprise
- Dialpad – Best for Startups
- Talkdesk CX Cloud – Best for Best for Salesforce Integration
How to Choose The Best Call Center Software For You
I make calls when I’m thinking about committing to a new product or service. Lots of people do.
The human connection is real, intimate, and—unfortunately—easy to mess up.
One dropped call. One mistaken name from an agent who’s spoken to 35 other people within the hour.
It doesn’t take much to lose a lead or earn a 1-star review carved in digital stone on the internet.
You’re looking for a system that establishes trust with customers because they know they can call and speak with the right person quickly.
It must also come with an interface that empowers agents by giving them insight into calls, client histories, and any other information they need to resolve issues in real-time.
Customers need prompt answers from helpful agents. End of story.
The best call center software comes with everything you need to meet these two fundamental call center objectives, and much more.
Let’s go through the core call center features that help businesses make their customers happier and their agents more productive.
Calling Capabilities
Blended call center software will let the same agent receive incoming calls and make outgoing calls. This isn’t the case with every product, as some are limited to a single direction: inbound or outbound.
This can work to your advantage.
If you only need one or the other, you may be able to get a less expensive plan that’s easier to secure and manage. A helpdesk might only need inbound and a sales team might be fine with outbound calls only.
Dialing Capabilities
For outbound call centers, having the right dialing capabilities can make a huge difference in terms of agent productivity (and sanity). The four types you are likely to see are:
- Preview dialer: Lets an agent review contact information before they call
- Progressive dialer: Automatically dials one contact per available agent
- Power dialer: Automatically dials multiple contacts per available agents
- Predictive dialer: Automatically dials based on predicted agent availability
Dialers decrease …read more
Source:: Kiss Metrics Blog
