📌 Call Preview Summary

Call preview is a feature in call centre and customer service software that shows agents important details about the person they are about to contact before the call is made. This information can include the customer’s name, previous interactions, account status, or the reason for the call. By having this context, agents can prepare better for the conversation and offer more personalised assistance.

🙋🏻‍♂️ Explain Call Preview Simply

Imagine you are about to meet someone for the first time, but before you do, a friend tells you a bit about them, like their interests or why they want to talk to you. This makes your meeting smoother and less awkward. Call preview works the same way for customer service agents, helping them start calls with more confidence and understanding.

📅 How Can it be used?

Call preview can be integrated into a CRM system to help staff prepare for customer calls by displaying relevant information before dialling.

🗺️ Real World Examples

A bank uses call preview in its customer support centre. Before an agent calls a customer, their screen shows the customer’s recent transactions and any unresolved issues, allowing the agent to address concerns more effectively and reduce call handling time.

A healthcare provider’s appointment reminder team uses call preview to see patient details such as upcoming appointments or special instructions before making reminder calls, ensuring accurate communication and a better patient experience.

✅ FAQ

Call preview is a feature that gives agents a quick look at important details about the person they are about to call. This might include the customer’s name, previous chats or calls, and the reason for reaching out. By seeing this information first, agents can have more natural and helpful conversations, making the customer feel understood and valued.

A call preview can display things like the customer’s name, their recent account activity, notes from past interactions, and the purpose of the call. This helps agents get ready and approach the call with a clear idea of what the customer might need.

Call preview is important because it lets agents prepare before speaking to someone. With a bit of background, they can answer questions more quickly and avoid asking the customer to repeat themselves. This leads to smoother calls and a better experience for everyone.

📚 Categories

• Artificial Intelligence
• Digital Transformation
• MLOps & Deployment

🔗 External Reference Links

Call Preview link

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