The 15 Best Call Center Software (& Features You Need) in 2021 Even in today's digital world, customers often prefer phone support when reaching out to customer service. The immediacy and familiarity of talking on the phone with a real human builds trust between a customer and customer service agent. But managing phone support can be a major challenge for many growing companies. While it's often a great way to help customers, it's also the most time-consuming, least cost-effective, and hardest-to-measure support channel. If you want to offer customers great phone support, you'll need an effective call center software that allows your service team to do their best work. Without this software, customers will wait on hold while agents struggle to answer queries. Supervisors won't be able to manage the chaos because they won't have any insight into call volume or trends. The best call center software routes calls to the right agents, provides employees with additional context, and helps management execute an omni-channel strategy. So, whether you're a team of ten or a few hundred, choosing the right tools to build your call center is critical. This post breaks down common features of call center software and the best call center software options available this year.

 

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