There isn’t one single dialer that's better than the others, and none of them are perfect. You just need to identify which one works the best for your needs. This article will shed some light on these three, along with their advantages and disadvantages so you can assess which one can take your operations to the next level.
Salesforce Call Routing or Smart Routing is a feature that can detect the caller's incoming number and automatically route them to the most suitable -and available- agent to take that call. This means that if a customer is calling, the IVR can route the caller to the customer's account executive with no caller input or, alternatively, to a sales queue or voicemail if the AE is unavailable.
What, exactly, constitutes excellent customer service? How quickly should calls be answered?
Call Center KPIs are essential metrics that every contact center manager needs to track and measure to ensure the performance of their contact center.