Get the most out of your contact center software

Contact Center Tips for Managers: Part 2

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Table of Contents
    Table of Contents

      In part one of our user guide for managers, we walked through assigning admins vs agents, call routing options, customizing features like dispositions, and reviewing your dashboards and reporting metrics.

      In part two, we'll take a closer look at how you can use the Dialpad platform to train and coach agents at scale from anywhere in the world.

      The Right Answers at Scale

      Wouldn't it be great if no matter where your agents were, they always had the right answer to commonly asked questions or areas you knew were particularly tricky?

      Well, now you can.

      With real-time assist cards, managers can identify trigger words. When spoken, the words prompt recommendation cards right on their agents' screen, including canned responses and links to more information.

      To create a real-time assist card, log into and follow these steps:

      1. Click on the Gear icon
      2. Select the Call Center you want to add the recommendation to
      3. Select Voice Intelligence
      4. Select the option to add a new card

      You'll be prompted to choose whether the trigger word is said by the agent, the caller, or both, plus the answer and link for more info.

      Tip: You can use your analytics platform to measure how effective cards are and find which topics appear most often.

      Connect Your Tools

      There's a pretty good chance that your contact center isn't the only customer support software you're using as part of your stack. So it's probably fair to say that making sure your tools work together is a *pretty* big deal.

      Dialpad's Contact Center integrates with a number of other tools and platforms to not just provide an omnichannel experience for your agents but to help enrich the customer profiles and records across multiple databases.

      Take Zendesk, for example. Agents and managers can answer or place calls, surface recommendation cards, and even log events back to their customer's profile without ever having to leave Zendesk.

      Here are just a few other examples of platforms that integrate with Dialpad:

      • Salesforce Service Cloud: Native calling, disposition & activity logging, Vi features
      • Front: Native calling, activity logging, VI features
      • Kustomer: Click to call, activity logging, Vi features
      • Slack: Activity logging to shared channels, 1:1 calling

      Capture Your Agent's Screen

      If you want to see the actual steps that your agents took during their calls, that's where screen capture can be a key quality assurance (QA) tool.

      You'll need to turn this feature on for the specific call center you're interested in. Once you do, Dialpad will record the actions the agent takes when they're on an active call.

      Don't worry—we signal the agent that we've turned this on (same goes for call recordings).

      When you're ready to review, navigate over to Call Lists inside analytics and filter by that call center. Click into the call in question to watch the recording, listen to the recording, and follow the transcription (requires Voice Intelligence™).

      Monitoring Live Calls

      There's a good chance that you'll end up monitoring some live calls as you continue to explore features within your contact center.

      Your desktop app will be the place to do this. It has the ability to toggle between different call centers and the live calls from your left sidebar.

      You'll see the list of active calls, the agent handling them, the duration of the call, and (if you have Voice Intelligence turned on) the live sentiment of the call plus the ability to view an embedded transcript of the call.

      Every call you monitor will also allow you to Listen In, Barge, or Take Over the Call.

      Do you have to be glued to the hold queue to know when calls need your attention? Nope! You can set up real-time alerts for when sentiment changes so your attention is where it's most needed.

      Review Past Calls

      Sure, monitoring live calls are important, but you're only one person. There's just no way to be able to monitor every call as it's happening. But that's where post-call analytics and call lists come in handy.

      If you've turned on call recording you'll be able to playback the audio on any of the calls for your call center by logging into and following these steps:

      1. Navigate to Analytics > Call Lists
      2. Expand the filter menu to select the call center you want
      3. Select any other search criteria (day, time, keywords mentioned)
      4. Select the listed calls to access the call recording playback option

      Bonus if you've already turned on Voice Intelligence—you'll get the transcript with the recording and be able to know exactly where to skip ahead in the call to quickly get to the heart of the matter.

      Helpful Links

      Looking to learn more about how to try the features above? Check out some of the help articles that go into more detail and offer FAQs and tutorial videos:

      Looking for other best practice guides? Check out our resources hub for guides on call quality, working as an agent, and a look at how to dig into calls with your analytics platform.