Windows 10 Upgrade Completed! Three Major Reasons to Upgrade Your Contact Center

I upgraded my work laptop this week using the Windows 10 app from Microsoft. I haven’t used it much yet, so I cannot comment one way or the other on whether or not I consider it to be an actual upgrade from Windows 7 (I completely avoided Windows 8), but time will tell. Speaking of upgrades, here are three major reasons why you should work with your contact center ACD vendor to upgrade your software. Continue reading Windows 10 Upgrade Completed! Three Major Reasons to Upgrade Your Contact Center

Getting Voicemails on the Go: Don’t Stay Chained to Your Desk!

I had a bit of a vacation last week, hence the lack of a Friday post. We went to the Toronto Zoo and that was great; not for entire week clearly, but it was the major outing that we had. Back in action this week though, so let’s have a quick look at voicemails on the go. Continue reading Getting Voicemails on the Go: Don’t Stay Chained to Your Desk!

More Storage Needed! Ways to Increase Your Contact Center’s Capacity

We’re heading on a bit of a vacation this weekend. I needed to install the roof rails and cargo carrier on the vehicle because we just don’t have enough room in the trunk area for all the things we will be bringing. More storage was necessary so we made the adjustment. You may have to make a few adjustments as well in your contact center in order to increase the amount of accessible storage space. Continue reading More Storage Needed! Ways to Increase Your Contact Center’s Capacity

Small Tips for Keeping Your Contact Center ACD Running Smoothly

This idea sort of came to me as I dropped off my vehicle this morning to get maintenance done due to two recalls. The letter I received in the mail described the issues quite nicely and while neither of the fixes were completely critical, ie. my vehicle won’t explode, they were definitely recommended as they will certainly help sustain the vehicle’s longevity. Plus, getting recalls done is free, so why not right? Here’s a few pointers on how you can keep your contact center ACD running smoothly. Continue reading Small Tips for Keeping Your Contact Center ACD Running Smoothly

Keeping Minions Under Control: Quality Monitoring Tools for Your Contact Center ACD

Those little yellow characters from the Despicable Me movies are getting their own stand alone film and it’s out this weekend. If you are like me, you find them absolutely hilarious and chuckle every time you see them do anything, so the film should be highly entertaining I would think. They can go a little off the rails at times if you don’t keep them under control and the same behavior has a possibility of occurring at your contact center, with less than hysterical results. Here are a few tools you can use to help limit those events in the contact center. Continue reading Keeping Minions Under Control: Quality Monitoring Tools for Your Contact Center ACD

Broken Knight: Consequences of Rushing into Production

Tuesday June 23rd was a huge day for people like me in the video game world. Batman: Arkham Knight was releasing and all of the reviews had been stellar. Reviews were glowing about how flawlessly the game ran and performed on the PS4, which made me incredibly happy as the PS4 is my platform of choice. However, the PC port of the game was a complete disaster. The game was so broken on PC that the publisher has stopped selling the PC version until it is fixed. That is quite a blow to all the PC players out there and puts a really ugly stamp on the game itself. The game itself had been delayed twice, and it appears that even with these delays, the PC version was still rushed into production. Continue reading Broken Knight: Consequences of Rushing into Production

Common Sense and the Contact Center ACD

Here are a quick hitters about common sense and the contact center ACD:

  • If you feel like you must use a virtual server, please don’t configure the virtual device to have more resources than the actual physical server. Just because it’s virtual doesn’t magically transform your 8GB physical server into three 32GB virtual devices.
  • Network latency is going to happen if you decide that routing calls from Manilla to Los Angeles to London to Manilla is a good idea. Just because it is VoIP does not mean that data all of sudden gets transmitted instantly, just like normal old internet traffic does not get transmitted instantly.
  • If your hosted platform gives you minimum and recommended specifications for your servers and you opt for the minimum, do not be surprised when certain services are not performing in a desired fashion. If you decide that an Asterisk server only needs the minimum requirements, which will handle X amount of calls, do not be shocked when X+1 calls will cause problems.
I would like to think that these are quite obvious, however, they appear not to be. We talked last week about how to avoid extinction for your contact center. Having common sense can go a long way in making sure that doesn’t happen.

Jurassic World opens this weekend! Avoiding Extinction in your Contact Center

It’s been a long long time since I’ve been this excited for a movie. I have fond memories of hitting the local theater back in 1993 and being awestruck for the entire experience. Even today, the top notch special effects in Jurassic Park hold up against recent films. That is quite a feat. However, dinosaurs had their time and extinction was their fate. How can you avoid this for your contact center? Continue reading Jurassic World opens this weekend! Avoiding Extinction in your Contact Center

Get All Agents on the Same Page: Use Scripts to Access Your Issue Tracking System

We’ve looked at Q-Suite’s script builder before and how easy and flexible it can be for creating agent scripts. While the script feature is typically used to build the proper flow for the agent-customer interaction, which may involve data gathering by the agent, it can be used in in different ways. Let’s explore how we can use the script builder to merge agent scripting and issue tracking on the same page. Continue reading Get All Agents on the Same Page: Use Scripts to Access Your Issue Tracking System

Progressing Through Destiny’s House of Wolves at My Own Pace: Take the Same Approach for Your Contact Center Leads

Destiny’s disc (I still like physical media for games if I can help it) has been the exclusive tenant of my PS4’s disc drive since launching on September 9th, 2014. I’ve been through the campaign, completed Nightfalls, the Vault of Glass, and Crota’s End many times. The latest expansion, House of Wolves, dropped May 19th, and I am completely enjoying my time there. I’m mostly a casual player, so I don’t get bent out of shape if I fail to reach the max level on my characters (I do have a 34 Hunter though) or I don’t get all the best gear as quickly as possible. I’ll get there at some point. However I’ve already seen threads and forum posts pop up from the hardcore players who have already maxed out all 3 characters and now they are asking the question ‘What else is left for me to do?’ This can apply to how your contact leads are dialed. Let’s have a look. Continue reading Progressing Through Destiny’s House of Wolves at My Own Pace: Take the Same Approach for Your Contact Center Leads