As a call center manager, staying on top of your team’s activity is essential—but it shouldn’t be a hassle. That’s why we updated our Talk interface, making it effortless to quickly check on your agents’ outreach, track their activity, and follow up on their communications if necessary.
With enhanced features like Communication Logs, smart filters, and list management utilities, you can dive straight into the details you need without the headache. Let’s explore how these updates save you time and help you manage your team more efficiently.
Table of Contents
Communication logs for quick insights
One standout feature of our enhanced interface is Communication Logs, which provide a comprehensive overview of your agents’ outreach. With these detailed logs, you can easily review your team’s call and text history through:
- Connection type and status icons: Distinguish between calls and SMS, so you can quickly understand the nature of each interaction. Identify whether an interaction was successful, missed, or still in progress thanks to clear and intuitive icons.
- Chronological order: All outreach activities are displayed in a time-stamped sequence, so you’ll never miss a beat when reviewing agent activity.
These updates make it simple to track what your agents have been doing on any given day, helping you investigate performance issues or identify potential outreach gaps.
Advanced filters for performance tracking
To successfully manage your call center, you need to be able to isolate data on command. Our new filtering features help you accomplish this, allowing you to narrow down your Communication Logs by preferred categories.
This means that instead of scrolling through endless logs to find the information you need, you can simply apply filters to focus on specific teams, ring groups, lines, and more. Whether you’re investigating an issue or simply reviewing your team’s progress, having the ability to filter data makes performance management a breeze.
Quick access to recordings and transcriptions
Sometimes, you need more than just a log entry to understand an interaction. In cases where there are call recordings or transcriptions, you can access them directly from your Communication Logs interface. This provides even more context about the conversation, helping you understand its tone, key points, and any outstanding follow-up actions.
And if you ever need to dive deeper into a specific interaction, you can simply click the info button next to an entry. This will give you a full breakdown, including:
- Disposition: What was the outcome of the call or text? For example, was it connected or missed?
- Sender and receiver: Who initiated the communication, and who was the recipient?
- Timestamps: See exactly when the call or text took place, down to the minute.
This level of detail can be invaluable when it comes to training agents, improving customer service, or investigating any issues within your team’s operations.
Seamless follow-ups with shortcut buttons
If you need to quickly call a contact back or reply to their SMS, our new shortcut buttons make it incredibly simple. With just one click, agents and admins alike can continue outreach and initiate their desired follow up communication.
Imagine the time saved when you don’t have to manually search for a contact’s number or dig through old messages to pick up a conversation. It’s a small change that can lead to big productivity boosts, especially when your team is handling a high volume of outreach.
Custom table views for maximum productivity
Every call center manager knows that time is money. With our customizable table views, you can tailor the interface to expedite your workflow. Having the ability to add or remove communication log data allows you to prioritize the information that matters most to you.
Whether it’s adding columns or removing deprioritized data points, you can fine-tune your view to maximize management productivity and focus on the information you need.
Organized contact lists for agile outreach
Managing contacts and lists is another area where our Talk updates have made significant strides. Now you can easily organize contact lists into folders for better accessibility. Instead of scrolling through endless lists, you can create new folders and quickly transfer contact lists into them with minimal clicks. This makes it easier to keep everything in order and ensures that you can find what you need when you need it.
Additionally, we’ve introduced even more shortcut buttons for common list management tasks. These include options to:
- Edit, rename, or duplicate lists with ease.
- Pin lists to keep important ones front and center.
- Change a public list to a private list
With these features, keeping your contact lists neat and organized has never been easier.
Managing agent lists made simple
If you need to keep tabs on how your agents are handling their contact lists, we’ve got you covered there too. With our new Talk enhancements, you can quickly search for any agent and pull up all the private lists they’ve created. See how many contacts each list contains, whether it’s static or dynamic, and any other important details—all in one place.
This gives you complete visibility into how your team is strategizing their list outreach, so you can provide any corrective guidance before it costs you deals.
The call center manager’s dream
With all these new features, managing your call center’s operations has never been easier. Whether you’re reviewing agent performance, tracking outreach activities, or organizing contact lists, our enhanced Talk interface provides everything you need at your fingertips.
Ready to take these new features for a spin? Schedule a demo or start a free 14-day trial, no credit card required.
