Dealing With High Volumes and Skilled Agents

Your call center has received an unexpected burst of calls. Volumes are up all day. Calls are waiting too long. What do you do?

When you’re using skills-based routing, the answer may be reskilling your workforce and logging in additional personnel. Continue reading Dealing With High Volumes and Skilled Agents

Progressively Profitable Call Center – Outbound Dialing Part 4

 

Slow and steady wins the race. It’s not about the slow, it’s about the steady, really. Preview dialing can be slow. Predictive dialing can be a bit unpredictable at times. With progressive dialing, your agents are always doing something. Progressive is the default method most call center software uses to route calls to agents. A lead pops up on the screen at the same time it begins dialing. Becsteady progress can be profitable in the call centerause it is dialing on behalf of a specific agent, that agent does hear call progress. If the call is connected, the agent is there the moment the caller picks up. Continue reading Progressively Profitable Call Center – Outbound Dialing Part 4

Getting Under the Hood With Your Call Center Software

Man using vacuum to clean out computer
I don’t think they were this careful

We once received a call from a client who was down. It turned out that he kept his server sitting open so that the cleaning staff could vacuum it out periodically. One overzealous cleaner (and it doesn’t take much here to count as overzealous) accidentally knocked a Pika card too hard, knocking loose several of the DSP modules. Those were the days when we were a little cautious about exposing too much functionality and monitoring to clients. Continue reading Getting Under the Hood With Your Call Center Software