Boosting agent productivity is without question a top priority for contact center managers and leaders. This seems to be common knowledge; however, these individuals may not be so knowledgeable about the next step that needs to be taken toward reaching this goal: the implementation of a CRM dialer. For every product, though, there are many different models to choose from, and it’s important that the chosen product and model gives your agents access to multiple dialing modes. Let’s take a look at two of the must-have features for any CRM dialer, starting with preview dialing. The automated agent scripting capabilities of preview dialing helps your agents stay on-task with a consistent conversation aimed at qualifying leads and delivering a winning sales pitch.
Edited by Ryan Sartor