Destiny: The Taken King Patch’s Painfully Long Download Time and Trying to Avoid Bottlenecks in Your Contact Center ACD

So there was a massive 18GB patch released this Tuesday by Bungie to prepare everyone’s Destiny instance for the arrival of The Taken King on September 15th. I started my download at approximately 6pm local time. It had not completed by midnight so I set my PS4 in rest mode and went to bed. I got up in the morning to check the file’s progress, at about 7am, and I was still about 3GB shy of having the file fully downloaded. It was pretty common knowledge across the forums that there were a lot of people on all platforms that were having the same issue. With all the users trying to pull down files that large, bottlenecks were bound to happen. Here are a few tips to try to avoid bottlenecks in your contact center ACD. Continue reading Destiny: The Taken King Patch’s Painfully Long Download Time and Trying to Avoid Bottlenecks in Your Contact Center ACD

Why Are There So Many Options? A Few Tips for Creating Effective IVRs for Your Contact Center ACD

Have you ever gone to a restaurant, taken a seat, picked up the menu, and realized that the menu was a gargantuan mess of options? It’s an overwhelming feeling and makes it incredibly hard to decide on what you actually want to order. I’ve run into some awfully complicated IVRs in my contact center ACD experience, and not only are they a headache to troubleshoot, but when it comes to testing and navigating through the IVR, it’s quite annoying to have to spend all the time it takes to trial every option. If you can keep your IVR clear and concise, your customers and your support team will be thankful. Here are a few tips. Continue reading Why Are There So Many Options? A Few Tips for Creating Effective IVRs for Your Contact Center ACD

Windows 10 Upgrade Completed! Three Major Reasons to Upgrade Your Contact Center

I upgraded my work laptop this week using the Windows 10 app from Microsoft. I haven’t used it much yet, so I cannot comment one way or the other on whether or not I consider it to be an actual upgrade from Windows 7 (I completely avoided Windows 8), but time will tell. Speaking of upgrades, here are three major reasons why you should work with your contact center ACD vendor to upgrade your software. Continue reading Windows 10 Upgrade Completed! Three Major Reasons to Upgrade Your Contact Center

Getting Voicemails on the Go: Don’t Stay Chained to Your Desk!

I had a bit of a vacation last week, hence the lack of a Friday post. We went to the Toronto Zoo and that was great; not for entire week clearly, but it was the major outing that we had. Back in action this week though, so let’s have a quick look at voicemails on the go. Continue reading Getting Voicemails on the Go: Don’t Stay Chained to Your Desk!

More Storage Needed! Ways to Increase Your Contact Center’s Capacity

We’re heading on a bit of a vacation this weekend. I needed to install the roof rails and cargo carrier on the vehicle because we just don’t have enough room in the trunk area for all the things we will be bringing. More storage was necessary so we made the adjustment. You may have to make a few adjustments as well in your contact center in order to increase the amount of accessible storage space. Continue reading More Storage Needed! Ways to Increase Your Contact Center’s Capacity

Small Tips for Keeping Your Contact Center ACD Running Smoothly

This idea sort of came to me as I dropped off my vehicle this morning to get maintenance done due to two recalls. The letter I received in the mail described the issues quite nicely and while neither of the fixes were completely critical, ie. my vehicle won’t explode, they were definitely recommended as they will certainly help sustain the vehicle’s longevity. Plus, getting recalls done is free, so why not right? Here’s a few pointers on how you can keep your contact center ACD running smoothly. Continue reading Small Tips for Keeping Your Contact Center ACD Running Smoothly

Keeping Minions Under Control: Quality Monitoring Tools for Your Contact Center ACD

Those little yellow characters from the Despicable Me movies are getting their own stand alone film and it’s out this weekend. If you are like me, you find them absolutely hilarious and chuckle every time you see them do anything, so the film should be highly entertaining I would think. They can go a little off the rails at times if you don’t keep them under control and the same behavior has a possibility of occurring at your contact center, with less than hysterical results. Here are a few tools you can use to help limit those events in the contact center. Continue reading Keeping Minions Under Control: Quality Monitoring Tools for Your Contact Center ACD

Broken Knight: Consequences of Rushing into Production

Tuesday June 23rd was a huge day for people like me in the video game world. Batman: Arkham Knight was releasing and all of the reviews had been stellar. Reviews were glowing about how flawlessly the game ran and performed on the PS4, which made me incredibly happy as the PS4 is my platform of choice. However, the PC port of the game was a complete disaster. The game was so broken on PC that the publisher has stopped selling the PC version until it is fixed. That is quite a blow to all the PC players out there and puts a really ugly stamp on the game itself. The game itself had been delayed twice, and it appears that even with these delays, the PC version was still rushed into production. Continue reading Broken Knight: Consequences of Rushing into Production

Common Sense and the Contact Center ACD

Here are a quick hitters about common sense and the contact center ACD:

  • If you feel like you must use a virtual server, please don’t configure the virtual device to have more resources than the actual physical server. Just because it’s virtual doesn’t magically transform your 8GB physical server into three 32GB virtual devices.
  • Network latency is going to happen if you decide that routing calls from Manilla to Los Angeles to London to Manilla is a good idea. Just because it is VoIP does not mean that data all of sudden gets transmitted instantly, just like normal old internet traffic does not get transmitted instantly.
  • If your hosted platform gives you minimum and recommended specifications for your servers and you opt for the minimum, do not be surprised when certain services are not performing in a desired fashion. If you decide that an Asterisk server only needs the minimum requirements, which will handle X amount of calls, do not be shocked when X+1 calls will cause problems.
I would like to think that these are quite obvious, however, they appear not to be. We talked last week about how to avoid extinction for your contact center. Having common sense can go a long way in making sure that doesn’t happen.

Jurassic World opens this weekend! Avoiding Extinction in your Contact Center

It’s been a long long time since I’ve been this excited for a movie. I have fond memories of hitting the local theater back in 1993 and being awestruck for the entire experience. Even today, the top notch special effects in Jurassic Park hold up against recent films. That is quite a feat. However, dinosaurs had their time and extinction was their fate. How can you avoid this for your contact center? Continue reading Jurassic World opens this weekend! Avoiding Extinction in your Contact Center