Crunch Time is Coming

Crunch time is coming. You can prepare for it and sail through it, or you can let it overwhelm you and lose the respect of your clients. Some call centers handle crunch time poorly, no matter how far in advance it’s known. April 15 comes at the same time each year, after all. So does Christmas, Thanksgiving, Memorial Day weekend, Labour Day, the end of the year. Continue reading Crunch Time is Coming

Populating Client Information – Part 3: Getting the Data Back Out

Data that can’t be extracted or reported is worth less than data that can be reported. In “Populating Client Information to Agents In Your ACD” Part 1 and Part 2 discussed getting data into the system and to agents. Once the agent has gotten their hands on it, there can be updates, changes or even new data that needs to be reported back. Details about the call usually also falls under the rubric of exportable/reportable data.
Continue reading Populating Client Information – Part 3: Getting the Data Back Out

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