Before it became synonymous with ‘Google it’, searching was how we all went about our business on our web browsers when a particular item needed some clarification or a certain question needed some answering. With regards to the Q-Suite, searching can be custom tailored to meet specific needs, as far as how data is entered in order to query the database with efficiency. Search templates hold these structures so let us take a bit of a look as to how and why you may want to use them.
Feature Highlight: PBX Routing Rules
In the Q-Suite, we use PBX Routing Rules as the proper name for Time of Day scheduling. This feature is the backbone of the CTI Campaign Schedules, but is still quite useful for people who may not want to venture into the Contact Center portion of the product and are perfectly fine with sticking to the PBX aspect. Let’s have a look at a simple example showing how to use this feature.
Automatically dialing DIDs on disposition
Let’s look at the following scenario that may come into play in a call center:
- You want to track data about how the customers feel they were handled by your agents
- Customers call into your center in order to talk to a CSR
- At the conclusion of the call, you want the customer to be transferred to a post-call survey where they will answer questions regarding their experience
I can see two glaring issues here: Continue reading “Automatically dialing DIDs on disposition”
Campaign Controls in the Q-Suite
The Q-Suite has a number of incredibly useful campaign controls that are available to the tenant administrator and/or the appropriately privileged user. Prior versions, before 5.7 to be specific, had most of these features spread across multiple pages in the administration portal. These can now be accessed on a single page based on the desired campaign. Let’s outline the controls and their uses. Continue reading “Campaign Controls in the Q-Suite”
Remote Agents in the Modern Call Center
Years into the VoIP revolution, call center managers are recognising that it’s not necessary, or even desirable, to have all their agents located in a single location. High speed Internet access is nigh ubiquitous, allowing the modern call center floor to be distributed over multiple locations. It’s no wonder that call centers have experimented with home-based and remote agents; it’s like having a location of one. If the center is already leveraging the multi-site capabilities of its call center software, the ability should exist to include additional single-user locations. Continue reading “Remote Agents in the Modern Call Center”
Using Q-Suite’s Call Monitoring Features to monitor Call Center Representatives to improve Customer Satisfaction and First Call Resolution
Call Monitoring features are a must for any call center. Call Monitoring has many uses with in a business ranging from employee training to quality assurance and complaint investigation.
How is Call Monitoring useful for training new customer service representatives? Continue reading “Using Q-Suite’s Call Monitoring Features to monitor Call Center Representatives to improve Customer Satisfaction and First Call Resolution”
Effectively Using Alerts in the Call Center
Alerts can be an effective way to keep operations running smoothly in a call center on a day-to-day basis. The Q-Suite can be configured to utilize multiple types of events. Here are a few of the most useful types of call center alerts: Continue reading “Effectively Using Alerts in the Call Center”
Indosoft improves its Help Desk Customer Support with Q-Suite’s Multi-Channel ACD
Providing technical support for Information Technology (IT) or Software products world-wide is challenging enough; supporting call center software that controls and drives contact center operations is even more demanding. These operations are perceived as mission critical and demand immediate problem resolutions, often skewing the normal work-flow plans. Unlike normal software and IT systems, voice telephony based contact center solutions are more visible and attract significantly more attention from the stake-holders when things are perceived to be not functioning in the expected manner. In today’s business culture of wanting everything as a commodity, it is a difficult task to convince the upper management for the required investments up-front, like setting up fully redundant systems, doing proper trial runs and planning the production runs thoroughly. This is also largely in part due to the commercial success of excellent open source telephony platforms like Asterisk, forcing the contact center domain to become more commodity driven. Continue reading “Indosoft improves its Help Desk Customer Support with Q-Suite’s Multi-Channel ACD”
Q-Suite 5.7 integrates Orecx for Call Recording
Call recording is vital to contact center operations. Q-Suite 5.7, the industry leading call center software for Asterisk based contact centers, now offers network based call recording through integration to Orecx. In larger call center installations requiring voice recording, off-loading voice recording to network based call recorder increases the concurrent call handling capacity of individual Asterisk servers controlled by Q-Suite. Continue reading “Q-Suite 5.7 integrates Orecx for Call Recording”
Architect your Asterisk based multi-site call centers
Settling on Asterisk as the telephony platform for call centers is a no brainer. It is by far the most flexible and powerful PBX available and is supported by Digium and the open source community at large. Its features are so overwhelming that spending top dollars to acquire any other telephony platform with limitations is not the way forward. Continue reading “Architect your Asterisk based multi-site call centers”