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
You guessed it right. The new buzz in marketing is “Social Networking”. It is interesting to see how technology providers are pursuing this buzz. We recently had Salesforce announcing acquisition of Radian6 to monitor, analyze and engage in social media conversations within its CRM platform. Now Cisco has released a self-commisioned whitepaper on next generation contact centers conducted by Forrester. It mentions customer dissatisfaction as a key finding. We all deal with customer service for services like banking, insurance, phone plans, cable and internet. I have left out many more services. The general perception is that customers are left unsatisfied while dealing with customer service contact centers to resolve outstanding issues.
Automatic Call Distribution (ACD) traditionally describes the capability of an add-on module to a normal phone system to optimally manage and route incoming calls. These telephone systems receive a large volume of calls every day. The demands placed on the level of sophistication required in an ACD for queue management and call routing has continually increased over the last decade. With increase in online marketing and global trading, remote office workforce are playing a greater role in the marketing, sales, customer service and support of goods and services sold. ACD and contact centers are a vital part of this infrastructure.
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.
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,