Are You Recycling Your Leads Correctly?

Have you ever gotten a call from a call center, then gotten another call from the same number 5 minutes later? Maybe you were screening your calls, or you saw the caller ID come in while you were on the other line. Anyway, super annoying. Chances are that you weren’t too happy. Did their call center software break? Did they have you in their list multiple times? Or are they straight up incompetent? It doesn’t matter. They upset you. Continue reading Are You Recycling Your Leads Correctly?

Can You Spot Problems In Your Call Center Software?

Every call center has issues from time to time.  You could have an issue with audio quality, calls sitting in queue without being answered, or calls not even reaching the queue in the first place. You may be the greatest diagnostic genius ever, but if you don’t have better system access, the data you need may be out of your reach. Continue reading Can You Spot Problems In Your Call Center Software?

Managing Your Agents Managing Your Leads

Some call center workflows require that a specific agent handles a particular lead. There can be many reasons why. The biggest reason is a scheduled callback: the client needs a call at another time so they can check with their wife, budget for the purchase, or any of a million other reasons. Sometimes leads are assigned from a pool, and agents are expected to work them to completion. Sometimes there’s a complicated process that kicks off from the start of the contact to completion. A mortgage application, installation of a service onsite, or similar circumstances can require a back and forth with an agent who can maintain the file until resolution. Continue reading Managing Your Agents Managing Your Leads

Getting the Message Out to Your Agents

Letting your agents know about changes, or informing specific agents of some detail or other, is an important part of running an effective call center. Some call centers will use a third-party server like Jabber and install clients on the agent desktop. Managing the logins, ensuring all agents get their messages, and verifying receipt can be a bit of a challenge. Continue reading Getting the Message Out to Your Agents

Condition Your Call Center Against Agent Error

Call center agents are professionally good at saying what they’re supposed to say. It’s your job to make sure they know what that is, at any point in a call. Sometimes this can involve a lot of training. If your agent interaction script builder is good enough, you can do with a lot less training and get your script out the door (and your agents working) faster. Continue reading Condition Your Call Center Against Agent Error

Give the Keys to the Castle to the Right People: Privileges and Why You Should Use Them

We all know what privileges are. They’re some form of a set of rules that allow/disallow use or access to certain things. A few simple examples are a driver’s license where you need to be 16 years of age or the ability to purchase alcohol which happens to be 19 years of age here. How can you use privileges in the Q-Suite to better control your contact center?

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Agent Desktop Showdown

It’s been a few weeks since Windows 10 was unleashed on the world. So far there doesn’t seem to be a clear consensus whether it’s a must-have or not. Whatever the case, it’s got people thinking Microsoft again. Since we talked about agent desktops last week, it seems like a good time to continue the discussion in regards to operating systems. Continue reading Agent Desktop Showdown

On Hook Agents: Will They Work for Your Call Center?

On hook agents. I can see arguments both for and against these types of agents, but which side of the argument will end up working for you in your contact center acd? It’s a tough question to fully answer, but let’s have a look at a few of the pros and cons.

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Tracking Your Dialplan the Easy Way

You can have the most wonderful dialplan builder in the world. If you don’t know how many people are taking each branch, though, you don’t know your system well enough. You can guess that X number of people are choosing an option because that’s how many people hit your queue. Are you sure that you’re not losing people while they’re listening to your audio prompt? How many callers might go missing without being noticed? Continue reading Tracking Your Dialplan the Easy Way

Testing and Monitoring With Live Data

When you’re trying something new, like testing a web service or getting data from your dialplan, it’s important to be able to ensure the data you expect is where it’s supposed to be and in the form you expect.

Continue reading Testing and Monitoring With Live Data