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.
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
The accumulation of data is becoming a problem
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
Yesterday, the Indosoft blog posted an article on how to turn your call center ACD into a time machine. It listed ten things you can do to make sure time passes as easily as possible for your callers. When it was being written, I thought it was a comprehensive look at the biggest issues you can face when settting up your IVR.
Then I called my cell phone provider. Continue reading Four Simple Ways to Annoy Your Callers
Shocking fact: Your callers don’t enjoy waiting to speak to an agent.
Sometimes it’s not the actual amount of time waiting, though. It’s the perception of time.
Everyone’s experienced the perception of time issue. You’re sitting in a meeting, and you look at the clock. After what seems like hours, you see it’s only been a few minutes. You get home from work. You finally have a chance to that thing you wanted to do. You start doing it, then after 10 minutes you look at the clock and an hour has passed. Continue reading 10 Ways to Control Time in the Call Center ACD
You have a bunch of agents you’d like to keep busy, but call volumes are low. You can’t send anyone home, because it might get busy later. You’ll go broke if your agents spend most of their time discussing their favorite Kardashian.
Do you have to wait for people to call in? Continue reading Are the Kardashians Hurting Your Business?
Sometimes your callers really mess things up for you.
You’ve spent hours building and tweaking and testing your Interactive Voice Response (IVR). Music on hold. Audio prompts. Web services to tie the call together with a contact in your CRM.
The visual IVR builder gives you plenty of options for collecting data, sending data, and routing calls. The drag-and-drop interface lets you get your IVR built fast so you can test and perfect it.
The built-in features are fantastic for collecting data about calls and updating your CRM. Or even letting your agents know a call came in. But, sometimes you need to guarantee that the information goes into your CRM.
Then the caller hangs up before that can happen.
Continue reading If You Can’t Give Up When Your Caller Does
CRM or data integration aren’t things that you often associate with your inbound IVR. That usually happens at the agent screen level. Sometimes, it’s handy to be able to pull data from an external data source and redirect the call based on the result. Continue reading Calling Web Services in Your Asterisk IVR
It almost goes without saying that the gold standard of inbound call centre technology is a proper skills-based routing ACD. That’s the best way to ensure that the right agents get the right calls at the right time.
But… Continue reading Making Your Inbound Queues Personal