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
The 2015 holiday shopping season is well under way. Black Friday and Cyber Monday have come and gone, and now we’re into the home stretch before the holiday break. I’m keeping a loose eye on Twitter and it appears that a lot of people are tweeting out to companies about being on hold for an atrociously long period of time and they are, of course, not happy about it. Nobody wants to be stuck on hold any longer than they need to be, so I can sympathize with these people. Contact centers should be prepared to handle the influx of calls that are no doubt going to happen during this time period and should be able to adjust accordingly. Continue reading Hold For the Holidays: How to Not Annoy Your Holding Customers
A skills-based routing call center ACD system is a magical thing. You assign your agents skills, they log in, and they’re taking calls from the right queues. What could be better than that? It works very well, keeps the calls flowing, and your agents talking to the right people. Continue reading When To Use PBX Queues
Open source software has come a long way in the last few decades. What was once just a mash of code lying around that lacked features and actual usefulness and usability, can now be full-fledged solutions for individuals and companies alike. Is an open source based software solution right for you or your contact center though? Let’s compare a few points of interest. Continue reading Open or Closed Relationship: Which One is Right for You?
What happens when an agent completely bungles an incoming call at your call center? This may be the caller’s first experience with your business. A well trained sales agent just isn’t going to be as effective if they’re getting calls from your “Tech Support 2” queue. Your techs may flub sales calls. Obviously you can’t just have calls ringing the phone of anybody who connects to the system.
This is the way simple PBX queues often work. Continue reading The Right Agent For the Job
Imagine you have calls coming in that must be answered as immediately as possible. You also have calls coming in that don’t. Or you have a type of call that should be answered as a priority if it has been waiting less than 30 seconds, but after that it can wait like any other call. What tool would you use? Continue reading When It Absolutely, Positively Has to Get Through the Queue
I was on the receiving end of a fairly vicious cold this week and I think I’ve almost got it beat. Let us hope! Winter can also go away as well.
This got me thinking about some of the most commons reasons why your call center ACD may be sick, or just behaving poorly. Here are a few big ones. Continue reading Call Center ACDs and the Common Cold
Thousands of volunteer experts have worked on Asterisk since 1999. This has made it into a powerhouse platform for telephony that you can use in your own system. Today it is a proven technology used by millions of users. Call centers and major PBX users are abandoning their legacy proprietary telephone switches to get the benefits offered by this Open-Source system. Continue reading Thousands helping Millions, Helping Your Federated Call Center Deployment
We ran into a bit of a troubleshooting situation fairly recently. A few different clients were reporting that calls were disconnecting. Not only were calls disconnecting, but they were disconnecting at reproducible durations. Right away, given the nature of the drops, we can rule out normal every day occurrences, like horrible cell phone reception or driving through a tunnel. Continue reading Why are my calls disconnecting? I’m not in an elevator!
You can no longer doubt that Asterisk is here to stay in the telecommunications world. Over the last decade, the rate of adoption has been skyrocketing. Call centers are no longer complaining about Asterisk-based solutions, or worrying about having to have an Asterisk expert on-hand. With Asterisk providing a platform for contact center ACD (Automatic Call Distribution) solutions to sit on, you can transition from a legacy system to one built on readily available and mature software. Continue reading Save Money, Do More With Asterisk-based Call Center Software