Halloween is pretty awesome, in my opinion. While I don’t necessarily get in character with the amount of dedication that many people do, it’s still a fun little ‘holiday.’ I definitely like hitting the web to see what people come up with for costume ideas. Plus, discounted Halloween candy post-October 31st is nice treat. Let’s switch focus to the contact center ACD and some of the scary moments that can occur if you happen to be the administrator of a contact center. Continue reading Happy Halloween! Scary Contact Center ACD Situations!
IVRs are the backbone for a contact center ACD. They can be pleasantly simple and they can also be quite complicated. I touched on a few of the more complex operations in the second linked post. Now I’m going to write about a few more of the IVR components that the Q-Suite features in its dialplan builder. Continue reading Advanced IVRs in Your Contact Center ACD
You have a successful contact center in operation and things are going well. The site isn’t having any issues with call quality, database latency, or agent portal usage. It’s a wonderful thing. You have a new client coming on board and all of a sudden, you need four times the capacity and throughput that your site currently handles and handles well. While the new business is certainly welcomed, how can you expand, efficiently and effectively, to meet these new requirements for your contact center? Continue reading Large and In Charge: Tips for Call Center Capacity Planning
Bethesda’s latest installment in the Fallout franchise, Fallout 4, releases in four days. I know a lot of people who are incredibly excited for this game. I’m actually not one of the them, as of now, but that could certainly change. With that in mind, let’s talk about a few of the options you have for avoiding a contact center disaster. Continue reading Preparing for the Fallout: Ways to Avoid a Contact Center Disaster