Dealing With High Volumes and Skilled Agents

Your call center has received an unexpected burst of calls. Volumes are up all day. Calls are waiting too long. What do you do?

When you’re using skills-based routing, the answer may be reskilling your workforce and logging in additional personnel. Continue reading Dealing With High Volumes and Skilled Agents

On Hook Agents: Will They Work for Your Call Center?

On hook agents. I can see arguments both for and against these types of agents, but which side of the argument will end up working for you in your contact center acd? It’s a tough question to fully answer, but let’s have a look at a few of the pros and cons.

Continue reading On Hook Agents: Will They Work for Your Call Center?

Tracking Your Dialplan the Easy Way

You can have the most wonderful dialplan builder in the world. If you don’t know how many people are taking each branch, though, you don’t know your system well enough. You can guess that X number of people are choosing an option because that’s how many people hit your queue. Are you sure that you’re not losing people while they’re listening to your audio prompt? How many callers might go missing without being noticed? Continue reading Tracking Your Dialplan the Easy Way

Feature Highlight: A Couple of Hidden Features

In my previous feature highlight posts they have often contained screenshots, details of the options, and given a sample a use case or two to help explain what could be accomplished with the features. The two that I’ll talk about today are mostly unseen in terms of the admin screens and really only come into play as a phone rings.  So they are not as obvious as the past ones seen as options on the admin screens but could be just as useful depending on your use case. Continue reading Feature Highlight: A Couple of Hidden Features

Testing and Monitoring With Live Data

When you’re trying something new, like testing a web service or getting data from your dialplan, it’s important to be able to ensure the data you expect is where it’s supposed to be and in the form you expect.

Continue reading Testing and Monitoring With Live Data

Small Tweaks Can Make a Big Impact for Usabilty

Mouse clicks. It’s no secret that reducing mouse clicks makes life easier for users. The fewer times you need to hear ‘click-click-click’ in the run of a day, the better off we all are. How did a relatively small tweak in the Q-Suite make a big impact for users?

Continue reading Small Tweaks Can Make a Big Impact for Usabilty

Your Call Center on the Go

Around the turn of the century, it was common to see websites suggesting “Best viewed in 800×640″ or some other suggested resolution. As if the user had a choice of screen resolution when moving from site to site. It may have been a form of bragging: “Our site is so fancy you need a pretty good system to enjoy it.” Continue reading Your Call Center on the Go

Make Your Call Center Technology Work For You

Your call center is constantly having to deal with new challenges. Your client decides things now have to be done this way or that. Regulations change and now you need to record your data differently. Or not record it at all. A new business opportunity springs out of nowhere, and you have to respond quickly to capitalize. When you’re handling change every day, it’s important to have a flexible call center system. Our Q-Suite software is such a system.

Continue reading Make Your Call Center Technology Work For You

Feature Highlight: Conference Rooms

The common conference room, a necessity in today’s world with employees working from home, travelling, and distant customers. No product with PBX functionalities should be without one.

Lets take a look at the options for the conference rooms provided by the Q-Suite.

The options seen are:

  • Name – a Friendly name. If the room is used for a purpose, as our example is, then it’s best to name it after that. This will be the name seen elsewhere within the system.
  • Extension – the extension used for directly dialing it from an extension.
  • PBX Server – This is hidden if your system has a single PBX server. In the case where there is multiple this can be used to distribute load or in the case of a geo-diverse system ensure the conference is on the server closest to the majority of participants to ensure quality and limit bandwidth usage.
  • PIN – a numeric pin to secure the conference with.
  • Disable first member message – If checked this will not playback a message stating the first member is the only one in the conference.
  • Announce user count on join – If checked this will announce to the user how many users are already in the conference they are joining.
  • Play music on hold for single member – If checked this will play music on hold when the conference has a single user. Otherwise the user will only hear silence.
  • Music On Hold Class – what music on hold to play when it’s a single user conference and the above is checked.
  • Suppress enter/leave sound – If checked a user joining or leaving the conference will not trigger the tones to be played to all conference members.
  • Announce names on enter/leave – If checked each user joining will be prompted to record their name before they join. This recording will be used as the join or leave

With all of these options you can configure the conference rooms you needed. However to fully leverage conference rooms, or any single feature, the ability to combine and interlink them to suit your needs is required. Let’s take the example of a daily standup which needs a conference room for a few remote employees. It’s always starts at 8am and lasts about 30 minutes. One way to ensure outside callers do not use it outside of this hours is a pin but you can also mix it with the Routing Rules so the DID or IVR/Auto Attendant option is not configured to point directly to the conference room but to a routing rule first. This routing rule will only route callers there at 8am until 8:30, although I’d recommend 15 mins earlier at least to allow early callers in and maybe a bit longer depending if the meeting has a strict end time or not.  The routing rule can then send them to an auto attendant or elsewhere in the system if it’s outside of the hours — add multiple rules to allow different routing if it’s before to note they are to early, or if they are late to send them to a recording of the conference to hear what they missed.

Your Leads, Your Rules

You may be using agent owned leads for at least some campaigns in your call center. It’s important to remember your agents don’t actually own the leads. Whether it’s just making sure the scheduled callback comes back to the correct agent, or if you’ve got a CRM integration where the same agent is expected to work the same lead, you may need to reassign those leads. Continue reading Your Leads, Your Rules