Take What You Do, Be Like Steve Jobs

Steve Jobs wasn’t the best software developer. He also wasn’t a world-class designer. But when he combined software with design, he created something world class. You may have a CRM, or agent interface, that you’ve invested a lot into. Wouldn’t it be great if you could combine it with call center technology to create something better? Continue reading Take What You Do, Be Like Steve Jobs

Where’s My Data? Accessing External Data Sources in your Call Center Software

When you have a previous relationship with your client, it’s important that this be reflected in the customer experience. Often, the data concerning the client is available in a separate system from your call center ACD software. Continue reading Where’s My Data? Accessing External Data Sources in your Call Center Software

Improve Your Agents: Customizing Your Call Center Software Part 2

You can make your agents better. At least you can help them perform better, and you probably don’t care about the difference. The ability to adjust your incoming call flow improves operations from the client side and can make the system as a whole work better. Optimizing operations on the other end, the agent interface, can have the same effect once the call has been answered. The interface, especially the client interaction script, has to be well organized and present the correct information in an easy to read format in order to give your agent a chance to handle the call effectively. Continue reading Improve Your Agents: Customizing Your Call Center Software Part 2

Bringing Instances Up and Down to Improve Performance and Save Money

One of the advantages of deploying a feature rich call center software suite in the Cloud is that there are feature rich APIs and tools available for managing both software and cloud infrastructure.  The APIs of more advanced Cloud providers are of interest where they allow a call center to bring pre-configured instances up and down on demand.  This can result in a significant cost savings when a major factor in the cost of the service is CPU usage. Continue reading Bringing Instances Up and Down to Improve Performance and Save Money