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Manage Your Servers Before They Manage Your Call Center

Every call center has to face a tradeoff between having enough capacity to keep clients happy and keeping their costs down.

This is one of the big reasons for widespread Cloud adoption. You can get the resources you need when you need them, paying only for what you use.

Q-Suite is unique in offering an Asterisk-based system with queues that span multiple servers. This means Q-Suite can scale from very small deployments to Enterprise levels.

What about off-season, though? What about quiet times of the day or week? You don’t need to have all that capacity running, costing you money, when there aren’t that many calls. Continue reading “Manage Your Servers Before They Manage Your Call Center”

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Four Simple Ways to Annoy Your Callers

Bad IVR makes for Angry Customer

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”

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Hold For the Holidays: How to Not Annoy Your Holding Customers

The 2015 holiday shopping season is well under way. Black Friday and Cyber Monday have come and gone, and now we’re into the home stretch before the holiday break. I’m keeping a loose eye on Twitter and it appears that a lot of people are tweeting out to companies about being on hold for an atrociously long period of time and they are, of course, not happy about it. Nobody wants to be stuck on hold any longer than they need to be, so I can sympathize with these people. Contact centers should be prepared to handle the influx of calls that are no doubt going to happen during this time period and should be able to adjust accordingly. Continue reading “Hold For the Holidays: How to Not Annoy Your Holding Customers”

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Open or Closed Relationship: Which One is Right for You?

Open source software has come a long way in the last few decades. What was once just a mash of code lying around that lacked features and actual usefulness and usability, can now be full-fledged solutions for individuals and companies alike. Is an open source based software solution right for you or your contact center though? Let’s compare a few points of interest. Continue reading “Open or Closed Relationship: Which One is Right for You?”

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The Right Agent For the Job

Skills based routing in the call center ACD

What happens when an agent completely bungles an incoming call at your call center? This may be the caller’s first experience with your business. A well trained sales agent just isn’t going to be as effective if they’re getting calls from your “Tech Support 2” queue. Your techs may flub sales calls. Obviously you can’t just have calls ringing the phone of anybody who connects to the system.

This is the way simple PBX queues often work. Continue reading “The Right Agent For the Job”

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Thousands helping Millions, Helping Your Federated Call Center Deployment

Thousands of volunteer experts have worked on Asterisk since 1999. This has made it into a powerhouse platform for telephony that you can use in your own system. Today it is a proven technology used by millions of users. Call centers and major PBX users are abandoning their legacy proprietary telephone switches to get the benefits offered by this Open-Source system. Continue reading “Thousands helping Millions, Helping Your Federated Call Center Deployment”

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Why are my calls disconnecting? I’m not in an elevator!

We ran into a bit of a troubleshooting situation fairly recently. A few different clients were reporting that calls were disconnecting. Not only were calls disconnecting, but they were disconnecting at reproducible durations. Right away, given the nature of the drops, we can rule out normal every day occurrences, like horrible cell phone reception or driving through a tunnel. Continue reading “Why are my calls disconnecting? I’m not in an elevator!”