You can make your agents better. At least you can help them perform better, and you probably don’t care about the difference. The ability to adjust your incoming call flow improves operations from the client side and can make the system as a whole work better. Optimizing operations on the other end, the agent interface, can have the same effect once the call has been answered. The interface, especially the client interaction script, has to be well organized and present the correct information in an easy to read format in order to give your agent a chance to handle the call effectively. Continue reading Improve Your Agents: Customizing Your Call Center Software Part 2
One of the major purposes of many inbound call centers is customer care. Clients may call with technical issues, be updating their orders, or enquiring about new services. In this case, it’s obviously important to ensure that the agent handling the call have as much information as possible about the caller. The question becomes how do you get those details into your call center software and in front of agents?
Continue reading Populating Client Information to Agents in Your ACD – Part 1
Outbound dialing in the call center has undergone a revolutionary change in the past decade. In October of 2004, the Supreme Court of the United States allowed a ruling from a lower court to stand that enabled the FTC Do Not Call regulations. The widespread registration of home phones, along with restrictions on dialing cellphones (and their increasing share of the number of phones outstanding), signaled a massive shift in the way outbound contact centers would operate. Automatic or predictive dialing was not killed off then, but it has been in critical condition since. Continue reading Warm Leads and Outbound Dialing in Today’s Environment