Monitoring Agents: Are Your Agents Performing? Are They Even Trying To?

Someone was having trouble monitoring agents. Supervisors couldn’t listen to their agents. It was a simple issue to fix, and the tech logged in to make sure that listening to live calls worked. Let’s call this tech Bill.

The first agent Bill attached to was not in a live call. She engaged in chit-chat with someone nearby. A beep played, indicating a connected call. The agent went silent.


Continue reading Monitoring Agents: Are Your Agents Performing? Are They Even Trying To?

Getting the Message Out to Your Agents

Letting your agents know about changes, or informing specific agents of some detail or other, is an important part of running an effective call center. Some call centers will use a third-party server like Jabber and install clients on the agent desktop. Managing the logins, ensuring all agents get their messages, and verifying receipt can be a bit of a challenge. Continue reading Getting the Message Out to Your Agents

Getting it Right When Some Get it Wrong

There’s a fast-service restaurant near my house that specializes in frozen dairy products. Let’s say it rhymes with Fairy Shmeen. My order is usually something fairly simple. The drive-thru experience is usually pretty quick and painless. Sometimes, however, there’s a problem, and I have to repeat my order several times. Sometimes I have to repeat it after I’ve gotten to the window. Each time there’s a problem, it’s the same girl taking my order. I’m sure she’s an excellent employee. Maybe seniority dictates that she should have the headset. But she can’t seem to get the hang of it. At least not in my case.
Continue reading Getting it Right When Some Get it Wrong

Running the Beachfront Call Center

In 2004, we had a client with a call center in Northern New Brunswick.  For a dozen seats, he required thousands of dollars in telephony equipment, including the Pika board required to wire in the multiple incoming telephone channels, CTI server and a server to manage the leads and agent interaction. A few years later, and after a downturn in the economy, he was able to repurpose the equipment. He moved it to his basement, kept a few call center seats there, and used DSL to connect to a SIP provider. If he were to start today, he wouldn’t need the telephony card, the servers, and the wiring. He could start in his basement, using the Cloud,  and only move to an outside office when his growth demanded. Continue reading Running the Beachfront Call Center