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Call center optimization: Tips from Dialpad's Director of Support

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Dulce Ramirez

Director, Tier 1 Support and Development

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Contact Center Operations

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Screenshot of enabling in-queue callbacks in Dialpad
Screenshot of Dialpads call routing options
Screenshot of Real-time Assist (RTA) cards in Dialpad, created by admins to automatically guide contact center agents during calls
Contact center analytics blog size
Screenshot of a heatmap showing call volume patterns and average speed to answer in the Dialpad contact center
Concurrent calls analytics view in dialpad contact center