Where, oh where, is your agent phone rung?
Do you know where your agents are? What if the agent is a supervisor or key person who may handle some calls, but may also have to move around the building? Your business may be issuing tablets or laptops so that people can work as they move. You don’t want to force them to use their cellphone all the time, or use a headset on their iPad. Continue reading Integrating Your Contact Center
The history of the World Wide Web is the story of server-side versus client-side software. When things started to get going, the Web was largely a set of static files that were served up from the server. The browser displayed those files in as presentable manner as possible, but didn’t do any extra processing on its own that wasn’t part of the rendering process. Dynamic content was animated GIF files and the <blink> tag. Continue reading Sharing the Load
Call center agents are professionally good at saying what they’re supposed to say. It’s your job to make sure they know what that is, at any point in a call. Sometimes this can involve a lot of training. If your agent interaction script builder is good enough, you can do with a lot less training and get your script out the door (and your agents working) faster. Continue reading Condition Your Call Center Against Agent Error
We all know what privileges are. They’re some form of a set of rules that allow/disallow use or access to certain things. A few simple examples are a driver’s license where you need to be 16 years of age or the ability to purchase alcohol which happens to be 19 years of age here. How can you use privileges in the Q-Suite to better control your contact center?
Continue reading Give the Keys to the Castle to the Right People: Privileges and Why You Should Use Them
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. 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?
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
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
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
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