iCallify: Intelligent Call Center Software

  Even if we live in the digital world and a majority of things can be done at our fingertips, people still find it necessary to talk to human agents while seeking support. This has kept the market of contact center solutions up and running. AI driven chatbots like ChatGPT are paving their way to take over customer care operations, but still, conversation with a human agent to get the resolution will never be outdated. This increased demand for the best call center software a mid a heavy storm of automation. Every other contact center software claims to be the best solution. This makes it vital to understand the major characteristics that make a solution for call centers really the best one for your business.   Top characteristics that define the best call center solution   Inclusion of all necessary features   This is the first criterion to check in any software. No matter how many amazing features a solution offers, if it does not have the feature that you r...

Regardless of the size of your audience and market area, seasonal spikes or occasional spikes in the call center volume are a real thing to deal with. Your team can get overwhelmed by the traffic and start getting low output and efficiency. You can overcome this situation of stress and frustration in your team and customers using the best call center software .   In this article, I have shared the top tips to follow that can help you manage call center spikes using your contact center solution.     1. Predict the spike   Call center solutions provide an array of reports along with real time dashboards that give a clear indication of upcoming scenarios, including the spike in call traffic. Most businesses use these reports just to measure KPIs, but these reports and real time data give very crucial information of data that can indicate the future. Use this information to predict the upcoming spikes in traffic to manage it well.   2. Use an omnichannel call c...