What’s New At January 2017 This newsletter is designed to keep you informed on CallShaper changes and updates. In this edition: Center Library
Agent Training Manual,
Social Media, and
IVR Voicemail and Extensions,
HAPPY NEW YEAR In 2016, CallShaper made many enhancements that increased the efficiency of agents, accuracy of reporting, support and overall ease of use of our product. We understand the demand on agents, the need to deliver superior service and to have accurate information at your fingertips. That is why in 2017, we will continue enhancing our product and offer the tools needed to run an efficient and profitable call center. To begin the new year, the first thing the CallShaper family would like to do is wish everyone a happy new year. We look forward to 2017 and the possibilities it will bring for all of us. We know there are many software choices in this industry and we sincerely thank you for choosing CallShaper.
How are we doing? Let us know by completing the Capterra Feedback Form. AGENT TRAINING MANUAL As CallShaper continues to make enhancements to its applications, the Training Manuals located in the Help Center Library will be updated. Recently, CallShaper updated the Agent Training Manual. The Agent Training reviews how to log into the CDP Desktop Application, the dashboard and the menu options that are available.
The Agent Training Manual is one of two parts of the agent training. The training consists of:
The Agent Training Manual, and
CDP Desktop Client Training.
The CDP Desktop Client training allows your agents to log into to the CDP Desktop Client and learn how to use the scripting and the telephony functions that may be available to them during a call. This training will simulate four different phone calls. Each call is ended with a different task (Disposition, Scheduled Callback, etc.). The purpose of this training is to familiarize the agent with the options available in the CDP Desktop Client. Recent updates to this training includes the Canned Transfers and the Hold option. If you choose to have your agents train using the script they will be working on, this can be done using the test mode setting in the campaign.
WHAT’S NEW AT CALLSHAPER
SOCIAL MEDIA In today’s world, almost everyone is using social media to communicate and share information. CallShaper is no different. It’s an effective way to tell our users about the latest update, enhancements and functionality regarding our call center software. Follow us on Twitter and Facebook to get the latest updates on our hosted dialing solution and industry news. Check out our LinkedIn page to keep up to date with articles and the latest on our predictive dialer. Subscribe to CallShaper’s YouTube channel – To see the latest videos of our cloud based dialer. Here you will see high level views of CallShaper functionality as well as training videos that include step by step process for each topic. As the year progresses, more videos will be added to the channel. Links to the videos will be added to the Help Center Library and new blog sites will be created to keep you up to date with what is going on with CallShaper.
Having accurate information to manage the campaign is vital to its success. IVR VOICEMAIL & EXTENSIONS The campaigns IVR can be configured to include; menu’s, extensions, busy outs, comparisons (if/than statements), hang up, play sounds, transfers, callers can be added to the DNC list, and sent to voicemail. As the IVR capabilities expand, we will provide hints and explanations of how the tasks behave. Today we will review the Voicemail task. The Voicemail task can be configured to perform two different ways in the IVR. 1. The Voicemail task by itself, will send the caller to the campaign’s voicemail. 2. The Voicemail task attached to the timeout of the Extension task, will send the caller to the agent’s voicemail. If the agent’s extension is valid, the call will be queued for the specified agent until the agent answers or, the timeout limit has been reached. If the agent is not available and voicemail is enabled, the caller will be sent to the agent’s voicemail.