Improve Your Agents: Customizing Your Call Center Software Part 2

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

Populating Client Information to Agents in Your ACD – Part 1

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?
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Warm Leads and Outbound Dialing in Today’s Environment

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

Opportunity for CRM and ERP Solutions to Integrate CTI

Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) have become essential to the day to day operation of most organizations. CRM software plays a vital role in marketing, sales and customer retention process while ERP software is critical to management and monitoring of the entire work flow of an organisation. Both ERP and CRM software connect the operations to each and every activity within as well as to the outside client.

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CTI (Computer Telephony Interface) for Asterisk

Asterisk is a definite game changer in revolutionizing the world of computer telephony interface (CTI). When you are considering Asterisk as a hybrid PBX telephony switch for your contact center requirements, you may end up looking for an ACD that meets the requirements of your contact center. Often times you might already have a fully developed business application requiring CTI integration. Sophisticated ACD (Automatic Call Distribution) will allow the call center to handle incoming calls with greater efficiency and increased productivity. The general attributes of an ACD include,

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