Call Center ACDs and the Common Cold

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

Why are my calls disconnecting? I’m not in an elevator!

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!

White and Gold or Blue and Black?

As internet users, we were all exposed to one of the most ridiculous debates of all-time a short while ago: Is the dress white and gold or blue and black? It was (clearly) blue and black. However this leads me into my next topic. As a user of contact center ACD software, what do I see? Let’s talk a bit about privileges. Continue reading White and Gold or Blue and Black?

Keeping callers (or me in this case) interested…or at least trying to

I’m going to ramble a bit here about a personal experience I had a few days ago. I was calling in to Rogers to ask about their new tiers on Internet packages. The one that looks the most similar to mine, as far as details and pricing, is significantly better so I want to know if I can get a no hassle, no cost upgrade to this new tier. I eventually get sent to the Loyalty department, where after about a minute or so, I get put on hold. After about 15 minutes, Skype apparently decided I was connected for too long and disconnected or I hit the hold timeout for that queue, which is annoying in either case. However, while being on hold a few things popped into my mind. Continue reading Keeping callers (or me in this case) interested…or at least trying to

Voicemail in the Call Center ACD

We are going to talk a bit about voicemail in this post. Whether you like or dislike voicemail as a whole, I think we can agree that it is a fairly important medium for communication. Personally, I am not a huge fan of leaving and/or checking voicemail, but I may very well be in the minority. Let us go over some of the ways to configure and use voicemail in the Q-Suite. Continue reading Voicemail in the Call Center ACD

Recycle Times in the Call Center ACD

Outbound dialing is still an integral part of the contact center acd landscape. Leads can be generated in a multitude of ways, such as purchasing a list or a website inquiry, and depending on the weighted priority, they may be called in different fashions. It’s abundantly clear, that when outbound dialing, your agents will not connect to every number they dial. When this case happens, the agents disposition the call in a relevant manner, and carry on with the next call. We need to make sure that these non-connected get called back in a timely fashion. This is where we use recycle times. Continue reading Recycle Times in the Call Center ACD

Handling Priority Calling in the Call Center ACD

If you are running inbound campaigns in your Asterisk based contact center ACD, it is quite possible that you may have tiers of callers or subscribers that you wish to handle differently based on the packages that these callers have purchased. In most instances, you would want to attempt to prioritize higher paying customers, so that they will continue being higher paying customers. Using the Q-Suite’s Priority Calling features can help you accomplish this. Continue reading Handling Priority Calling in the Call Center ACD