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
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!
IVRs are the backbone for a contact center ACD. They can be pleasantly simple and they can also be quite complicated. I touched on a few of the more complex operations in the second linked post. Now I’m going to write about a few more of the IVR components that the Q-Suite features in its dialplan builder. Continue reading Advanced IVRs in Your Contact Center ACD
I don’t necessarily feel like writing a shiny opening paragraph for this post. I could try to relate this topic to No Man’s Sky, Pokemon GO, or the Rio Olympics, but I won’t. Let’s dive in to a few reasons why keeping old data is a bad idea. Continue reading Bigger Isn’t Always Better: Keeping ancient data around is a bad idea for your Contact Center
On May 10th, Naughty Dog released the 4th and likely final installment of the Uncharted series, with Uncharted 4: A Thief’s End. The Uncharted series is definitely one of my favourite sets of games, so I was looking forward to the 10th for a long time. Reviews are glowing. Digital Foundry called it a “technical powerhouse” and “the best-looking console game we’ve ever tested.” That’s some high praise regarding how this title pushes the limits of the PS4’s capabilities. What can you do to push the limits of your Asterisk-based contact center without needing to upgrade your hardware? Let’s take a look at FastAGI. Continue reading Uncharted 4: A Thief’s End Pushes the PS4 to the Limit: FastAGI Can Push Your Asterisk Contact Center There As Well
Quality wines. That term can mean a different thing to different people. Some folks may consider a sub-$100 bottle of wine as not being a quality bottle. Some people may consider quality to be simply something they can drink easily without wanting to wretch at the flavour. One thing is almost an absolute though when it comes to wine: They get better with age. Callers who are waiting in your IVR queues, however, are the exact opposite.
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
You have a successful contact center in operation and things are going well. The site isn’t having any issues with call quality, database latency, or agent portal usage. It’s a wonderful thing. You have a new client coming on board and all of a sudden, you need four times the capacity and throughput that your site currently handles and handles well. While the new business is certainly welcomed, how can you expand, efficiently and effectively, to meet these new requirements for your contact center? Continue reading Large and In Charge: Tips for Call Center Capacity Planning
Looking to record your call center calls? Don’t make these mistakes: Continue reading Don’t Make These Call Recording Mistakes in Your Call Center