In a customer care context, the ability to filter information is crucial. With an increasing number of communication channels, from voice calls and chats to email and social media posts, agents need to be able to quickly access relevant data. XCALLY’s advanced filters provide this opportunity, allowing only interactions that meet certain criteria, such as date, type of interaction, and status, to be displayed.
What are advanced filters?
When it comes to advanced filters in XCALLY, or Advanced Search, we refer to a powerful tool that enables agents to manage and organize customer interactions more effectively. This system not only allows agents to search and filter interactions based on specific criteria, but also offers unprecedented control over the analysis and management of communications. With advanced filters, agents can focus on the most relevant interactions, thereby improving efficiency and quality of service.
Advanced filters are search tools that allow users to refine their queries for more relevant results. In XCALLY, this means that agents can:
- Select multiple conditions: agents can combine various filtering criteria, such as interaction ID, contact, date and tag.
- Create complex queries: this feature enables deep customization of searches, making it easier to find the specific interactions required.
This versatility is especially useful in a fast-paced work environment such as a call center, where speed and accuracy are essential to providing high-quality customer service.
Advanced filter functionality
But what are the main functions of advanced search within the XCALLY system?
1. Targeted Search
One of the main advantages of advanced search in XCALLYis the ability to perform targeted searches. Agents can search for specific interactions based on detailed criteria, such as:
- Interaction ID: allows you to quickly find a specific interaction.
- Contact: filter by client, facilitating access to communication history.
- Date and time: limit searches to a specific time range, making it easier to analyze recent interactions.
This function not only improves operational efficiency, but also enables customers’ issues to be resolved more quickly and accurately.
2. Query customization
Query customization is another key feature of advanced filters. Agents can:
- Combine several conditions: for example, look for all email interactions that received a response within a certain period.
- Use tags: this helps categorize interactions and facilitate future searches.
With this customization, customer care agents can tailor their searches according to the specific needs of the moment, thereby improving the effectiveness of the service provided.
How advanced filters help in the use of XCALLY
The implementation of advanced search in XCALLY not only makes it easier to manage interactions, but also improves the customer experience overall. Here’s how:
Increased efficiency
Using advanced filters, agents can spend less time searching for information and more time solving customer problems. This leads to increased productivity and improved team morale as agents feel more in control of their activities.
Improved customer service
With quick access to specific interactions, agents can provide more informed and timely responses to customers. This leads to greater customer satisfaction, a crucial aspect in a competitive market.
Data analysis
Advanced filters are not only limited to improving operational efficiency; they also enable a’deeper analysis of interactions. Agents can quickly identify recurring trends and issues, providing valuable data to improve customer care strategies.
XCALLY services using advanced filters
XCALLY integrates advanced search into several key services to optimize the customer experience. Some of these services include:
- Interaction management: agents can filter interactions in real time to better handle customer inquiries.
- Reporting: analysis of past interactions allows the generation of detailed reports on team performance and effectiveness of communications.
- Training and development: using data collected through the filters, companies can identify areas where additional training is needed for staff.
Why choose XCALLY?
Choose XCALLY means investing in omnichannel software that puts the customer at the center. Advanced filters are just one of the many features that make XCALLY a valuable partner for companies looking to improve their customer experience. With an intuitive interface and powerful tools, XCALLY enables customer care teams to work more efficiently and deliver high-quality service.
