Amtelco’s Service Level reports are utilized specifically to monitor agents’ interaction with callers, traffic patterns, agent abandons, and system abandons. Visual warnings are used to indicate if agents are reaching the requirement settings configured in the parameters.
In 2020, workers in all industries, including call centers, were challenged to find ways to work remotely and still maintain the same level of productivity, security, and commitment to providing quality customer service.
The Message Survey feature provides supervisors and agents with the ability to locate and deal with messages that may have been overlooked during a work shift, business day, or another time frame.
Are you searching for new ways to generate additional revenue from your existing TAS customers? Maybe you want to bring added value to your current portfolio of services and make your customers stickier. Text-enabling landline numbers is a great solution.
When a phone call is one of the first personal connections a patient makes with a hospital, the operator’s ability to handle the call professionally and accurately plays a large role in the patient experience. An individual operator averages 450 calls per day, with no two calls the same.
Amtelco has been awarded a Top Workplaces 2021 honor by Wisconsin State Journal Top Workplaces Top Workplaces. The list is based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage LLC.
Your call center technology is the heart of your business so a reliable platform and a vendor you can trust are a must. System outages and downtime have a negative impact on your business. There’s not only a risk of financial loss, but your reputation is also at risk.
Call centers are the communication hubs for managing customer communication. Call analytics provide data to help improve a variety of service metrics to streamline workflows and increase customer satisfaction.
AMTELCO announced it has been granted U.S. patent 10,917,524 for “Auditing Communication Sessions.” The patentable element is AMTELCO’s systems and methods for auditing communication sessions.
The Intelligent Series (IS) Web Chat is an optional feature that provides web browser users with the ability to communicate directly and immediately with IS agents.
Amtelco announced it has been granted a U.S. patent for “Intelligent Speech-Enabled Scripting.” The patentable element is Amtelco's system and method for intelligent speech-enabled scripting.
One of the first person-to-person connections a customer makes with an organization is often through a phone call. Whether the caller’s intent is to schedule an appointment, ask a question, or another reason, the way an agent handles that call plays a large role in customer service and satisfaction.
This past year proved to be unlike any other time in recent history – for all of us. The COVID-19 pandemic brought with it, a year of great stress and uncertainty for many. However, it was also a time when the importance of our call center industry was thrust into the spotlight.
Did you know that our Client Holidays feature can be utilized to create custom holidays? With the upcoming holidays this is a convenient feature for your business.
The terms call center and contact center are often used equivalently. While both business models involve communication by phone and customer service, they are not the same.
