10 Ways to Control Time in the Call Center ACD

Shocking fact: Your callers don’t enjoy waiting to speak to an agent.

Sometimes it’s not the actual amount of time waiting, though. It’s the perception of time.

Everyone’s experienced the perception of time issue. You’re sitting in a meeting, and you look at the clock. After what seems like hours, you see it’s only been a few minutes. You get home from work. You finally have a chance to that thing you wanted to do. You start doing it, then after 10 minutes you look at the clock and an hour has passed. Continue reading 10 Ways to Control Time in the Call Center ACD

Setting up next generation contact centers with Asterisk

Before we get into aspects of setting up a contact center, it is important to clarify what I mean by “next generation”? I am referring to the infrastructure and technology associated with a contact center. What is so important about it? Technology evolution is a by-product of the demands placed by users to enhance productivity, offer flexibility and reduce the overall cost of acquisition and operation of contact centers. Continue reading Setting up next generation contact centers with Asterisk