Queues are the backbone of an inbound call center ACD. They are typically the primary destinations for your callers and customers, so you need to be sure that they are properly structured and implemented. Let’s have a look at a trio of dialplan components that can help you manage how and if callers get into your queues and what to do with them once that happens.
Quality wines. That term can mean a different thing to different people. Some folks may consider a sub-$100 bottle of wine as not being a quality bottle. Some people may consider quality to be simply something they can drink easily without wanting to wretch at the flavour. One thing is almost an absolute though when it comes to wine: They get better with age. Callers who are waiting in your IVR queues, however, are the exact opposite.
We tend to get this type of question more that we should. To an inexperienced user, this symptom seems like a system issue, where more often than not, it’s a simple misunderstanding of the system’s capability. Let’s take a look at a few of the most common reasons why people aren’t answering your outbound contact center calls.
Another year and another Super Bowl has passed us by. With all the hoopla that comes from the two weeks between the Conference Championship games and the Super Bowl itself, talking about quarterbacks-this and defences-that, it’s not really surprising that the guys responsible for holding the footballs in place for their kickers get next to no attention. Even though this role is highly overlooked, it can be amazingly crucial to the outcome of a game. Good or even great holds that result in points for the team are par for the course. However, a botched hold can ultimately end a team’s season and perhaps even their chance to take home the Vince Lombardi trophy. We’ve seen these before with Tony Romo in real-life and with Ray Finkle in Ace Ventura: Pet Detective for a hilariously fictional take on the situation. The bottom line here is that holding is very important and let’s have a look at how this can be done in a proper manner.
Where, oh where, is your agent phone rung?
Do you know where your agents are? What if the agent is a supervisor or key person who may handle some calls, but may also have to move around the building? Your business may be issuing tablets or laptops so that people can work as they move. You don’t want to force them to use their cellphone all the time, or use a headset on their iPad. Continue reading Integrating Your Contact Center
The history of the World Wide Web is the story of server-side versus client-side software. When things started to get going, the Web was largely a set of static files that were served up from the server. The browser displayed those files in as presentable manner as possible, but didn’t do any extra processing on its own that wasn’t part of the rendering process. Dynamic content was animated GIF files and the <blink> tag. Continue reading Sharing the Load
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?
Your call center has received an unexpected burst of calls. Volumes are up all day. Calls are waiting too long. What do you do?
When you’re using skills-based routing, the answer may be reskilling your workforce and logging in additional personnel. Continue reading Dealing With High Volumes and Skilled Agents
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.
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.