Softphones for Contact Centers in 2017

It’s been more than 2 years since I wrote the Softphones for Contact Center ACD post, and looking back, not a lot has changed as far as the relevance of how softphones can be used and can help cut your startup costs, assuming you are using a free version. A little bit has changed on the softphone landscape in my experience, so let’s talk a bit about the three softphones I mentioned in the original post. Continue reading Softphones for Contact Centers in 2017

Happy Halloween! Scary Contact Center ACD Situations!

Halloween is pretty awesome, in my opinion. While I don’t necessarily get in character with the amount of dedication that many people do, it’s still a fun little ‘holiday.’ I definitely like hitting the web to see what people come up with for costume ideas. Plus, discounted Halloween candy post-October 31st is nice treat. Let’s switch focus to the contact center ACD and some of the scary moments that can occur if you happen to be the administrator of a contact center. Continue reading Happy Halloween! Scary Contact Center ACD Situations!

Big Plays From Big Jays: Contact Center ACD All-Stars

It’s been a very long time, 1993 to be specific, since folks north of the border have been this excited for MLB playoffs. The Toronto Blue Jays are once again playing ball in October, and after a fairly disastrous start culminating in 2 losses at home, they have roared back to win the ALDS 3 games to 2. Game 5 will certainly go down in playoff baseball lore as one of the weirdest and wackiest games, with a 53-minute 7th inning that would make the greatest storytellers blush with jealousy. Stars shine the brightest in the spotlight, and Jose Bautista was the North Star last night, after his mammoth 3-run blast that put the Jays ahead for good. Let’s talk about letting your contact center ACD all-stars shine. Continue reading Big Plays From Big Jays: Contact Center ACD All-Stars