Yesterday, the Indosoft blog posted an article on how to turn your call center ACD into a time machine. It listed ten things you can do to make sure time passes as easily as possible for your callers. When it was being written, I thought it was a comprehensive look at the biggest issues you can face when settting up your IVR.
Then I called my cell phone provider. Continue reading Four Simple Ways to Annoy Your Callers
It almost goes without saying that the gold standard of inbound call centre technology is a proper skills-based routing ACD. That’s the best way to ensure that the right agents get the right calls at the right time.
But… Continue reading Making Your Inbound Queues Personal
A skills-based routing call center ACD system is a magical thing. You assign your agents skills, they log in, and they’re taking calls from the right queues. What could be better than that? It works very well, keeps the calls flowing, and your agents talking to the right people. Continue reading When To Use PBX Queues
Have you ever waited, on hold, for what seemed like hours, only to get hung up on? What kind of ACD system does that? What were those people thinking? Did you like it? Do you think your clients will? Let’s assume the answer is no. What can you do to prevent it?
It turns out that there are two numbers you can control which can help prevent this tragic waste of time: Continue reading Two Features to Improve Your Queue Servicing
If you have one public toll free number you advertise broadly, you may have a problem. It’s something we’ve seen several times in the past. Giving the client one number to call solves their problem of deciding which number to call you at. The problem of taking that call and getting it to the right place now becomes yours. If you only ever have one type of call, then you can probably figure it out pretty quickly. Otherwise, you’re going to need help from your Interactive Voice Response (IVR) builder. Continue reading One Number, One Big Problem
“The dialplan isn’t working!” Four words that increase your stress without telling you anything useful. In the last couple of weeks, though, I’ve heard it a couple of times. Both times it was the same cause, so I thought I’d tell you about it.
You can’t leave people hanging in an IVR (Interactive Voice Response). Silence is bad practice in writing dialplans, just like it’s bad in radio. But, it’s easy to miss some of the points where silence gets introduced. Continue reading One Big Mistake You May Be Making With Your IVR
Last updated: August 10, 2016
It is understood that ACD (Automatic Call Distribution) represents much more than what a typical PBX offers. It is used when the purpose of incoming calls is more than reaching a specific phone extension. Contact centers require highly evolved ACD to bring efficiency to their operations. Let us look at what we can expect an ACD to do:
Continue reading Call center ACD
VoIP (Voice over Internet Protocol
) has established itself as a dominant force in telecommunications. SIP (Session Initiation Protocol) is the application layer for creating and controlling the calls and the voice is governed by RTP (Real Time Transport). When we are setting up a contact center or converting to VoIP, we want to know how to take advantage of the VoIP without getting into the pit falls of the technology.
Continue reading VoIP – Bandwidth, Codec and Voice Quality
The precise extent of Asterisk usage for PBX and call centers may be unknown but one can safely say that it is omnipresent. The clear give away is when you call an office and hear the default prompts that come with standard Asterisk installation when someone’s extension goes to voice-mail.
Continue reading Configuring large contact centers with Asterisk
Inbound contact centers demand sophistication in managing the call routing. Skills based routing, queue prioritization and balanced queues are a few key requirements for every call center software.
Continue reading Queue Prioritization and Skills based routing for contact centers using Asterisk