Someone was having trouble monitoring agents. Supervisors couldn’t listen to their agents. It was a simple issue to fix, and the tech logged in to make sure that listening to live calls worked. Let’s call this tech Bill.
The first agent Bill attached to was not in a live call. She engaged in chit-chat with someone nearby. A beep played, indicating a connected call. The agent went silent.
What???
Continue reading Monitoring Agents: Are Your Agents Performing? Are They Even Trying To?
Every call center has to face a tradeoff between having enough capacity to keep clients happy and keeping their costs down.
This is one of the big reasons for widespread Cloud adoption. You can get the resources you need when you need them, paying only for what you use.
Q-Suite is unique in offering an Asterisk-based system with queues that span multiple servers. This means Q-Suite can scale from very small deployments to Enterprise levels.
What about off-season, though? What about quiet times of the day or week? You don’t need to have all that capacity running, costing you money, when there aren’t that many calls. Continue reading Manage Your Servers Before They Manage Your Call Center
Have you ever found yourself struggling to find the one campaign you’re looking for in a list of hundreds? Most of those probably weren’t even active anymore.
How frustrating is it to find that you’ve clicked on the wrong one? Or even worse, used it? Even if you don’t make a mistake like that, there are other problems: Continue reading What’s Past is Past. Old Data Belongs There.
As we release version 1.0 of Q-Suite NG, it makes sense to explain why we felt that a next-generation product was necessary. After all, Q-Suite 5 has flourished. Hundreds of sites have used Q-Suite in many situations. Resellers and system integrators have been happy to white label it, develop products on it, and host it for their own clients.
So why mess with a good thing? Continue reading Developing Q-Suite NG
It’s been more than 2 years since I wrote the Softphones for Contact Center ACD post, and looking back, not a lot has changed as far as the relevance of how softphones can be used and can help cut your startup costs, assuming you are using a free version. A little bit has changed on the softphone landscape in my experience, so let’s talk a bit about the three softphones I mentioned in the original post. Continue reading Softphones for Contact Centers in 2017
Queues are the backbone of an inbound call center ACD. They are typically the primary destinations for your callers and customers, so you need to be sure that they are properly structured and implemented. Let’s have a look at a trio of dialplan components that can help you manage how and if callers get into your queues and what to do with them once that happens.
Continue reading Useful Queue Control Features in the Dialplan Builder
Halloween is pretty awesome, in my opinion. While I don’t necessarily get in character with the amount of dedication that many people do, it’s still a fun little ‘holiday.’ I definitely like hitting the web to see what people come up with for costume ideas. Plus, discounted Halloween candy post-October 31st is nice treat. Let’s switch focus to the contact center ACD and some of the scary moments that can occur if you happen to be the administrator of a contact center. Continue reading Happy Halloween! Scary Contact Center ACD Situations!
IVRs are the backbone for a contact center ACD. They can be pleasantly simple and they can also be quite complicated. I touched on a few of the more complex operations in the second linked post. Now I’m going to write about a few more of the IVR components that the Q-Suite features in its dialplan builder. Continue reading Advanced IVRs in Your Contact Center ACD
I don’t necessarily feel like writing a shiny opening paragraph for this post. I could try to relate this topic to No Man’s Sky, Pokemon GO, or the Rio Olympics, but I won’t. Let’s dive in to a few reasons why keeping old data is a bad idea. Continue reading Bigger Isn’t Always Better: Keeping ancient data around is a bad idea for your Contact Center
On May 10th, Naughty Dog released the 4th and likely final installment of the Uncharted series, with Uncharted 4: A Thief’s End. The Uncharted series is definitely one of my favourite sets of games, so I was looking forward to the 10th for a long time. Reviews are glowing. Digital Foundry called it a “technical powerhouse” and “the best-looking console game we’ve ever tested.” That’s some high praise regarding how this title pushes the limits of the PS4’s capabilities. What can you do to push the limits of your Asterisk-based contact center without needing to upgrade your hardware? Let’s take a look at FastAGI. Continue reading Uncharted 4: A Thief’s End Pushes the PS4 to the Limit: FastAGI Can Push Your Asterisk Contact Center There As Well
