Uncategorized Archives - Page 3 of 33 - Contact Center Software for Asterisk Telephony

October 28, 2015

Managing Your Agents Managing Your Leads

Some call center workflows require that a specific agent handles a particular lead. There can be many reasons why. The biggest reason is a scheduled callback: the client needs a call at another time so they can check with their wife, budget for the purchase, or any of a million other reasons. Sometimes leads are assigned from a pool, and agents are expected to work them to completion. Sometimes there’s a complicated process that kicks off from the start of the contact to completion. A mortgage application, installation of a service onsite, or similar circumstances can require a back and forth with an agent who can maintain the file until resolution. Continue reading “Managing Your Agents Managing Your Leads”

October 20, 2015

When To Use PBX Queues

A skills-based routing call center ACD system is a magical thing. You assign your agents skills, they log in, and they’re taking calls from the right queues. What could be better than that? It works very well, keeps the calls flowing, and your agents talking to the right people. Continue reading “When To Use PBX Queues”

October 15, 2015

Big Plays From Big Jays: Contact Center ACD All-Stars

It’s been a very long time, 1993 to be specific, since folks north of the border have been this excited for MLB playoffs. The Toronto Blue Jays are once again playing ball in October, and after a fairly disastrous start culminating in 2 losses at home, they have roared back to win the ALDS 3 games to 2. Game 5 will certainly go down in playoff baseball lore as one of the weirdest and wackiest games, with a 53-minute 7th inning that would make the greatest storytellers blush with jealousy. Stars shine the brightest in the spotlight, and Jose Bautista was the North Star last night, after his mammoth 3-run blast that put the Jays ahead for good. Let’s talk about letting your contact center ACD all-stars shine. Continue reading “Big Plays From Big Jays: Contact Center ACD All-Stars”

October 13, 2015

Getting the Message Out to Your Agents

Get the message out to your call center agents

Letting your agents know about changes, or informing specific agents of some detail or other, is an important part of running an effective call center. Some call centers will use a third-party server like Jabber and install clients on the agent desktop. Managing the logins, ensuring all agents get their messages, and verifying receipt can be a bit of a challenge. Continue reading “Getting the Message Out to Your Agents”

October 7, 2015

Who Watches the Watchdog?

You depend on your phones to keep your business going, and Asterisk to keep your phones running. Who watches over Asterisk? To keep your Asterisk deployment running, you need a watchdog to monitor it, and an overseer that can switch services from one server to another when trouble strikes. Continue reading “Who Watches the Watchdog?”

October 6, 2015

Two Features to Improve Your Queue Servicing

Have you ever waited, on hold, for what seemed like hours, only to get hung up on? What kind of ACD system does that? What were those people thinking? Did you like it? Do you think your clients will? Let’s assume the answer is no. What can you do to prevent it?

It turns out that there are two numbers you can control which can help prevent this tragic waste of time: Continue reading “Two Features to Improve Your Queue Servicing”

September 29, 2015

Big Milestone for Contact Center ACD Software Blog

Big congratulations are in order to the authors at the Contact Center ACD Software blog. For the past year or so, primary writing duties have fallen to Shaun, and he’s been doing a great job. They just posted their 100th post a couple of weeks ago. It’s also worth noting that it’s the 60th post since Shaun took over.

That kind of consistency shows a real dedication to the subject matter. Congratulations, Shaun!

September 22, 2015

Don’t Let Them Call You Around The Clock

Keep your schedule as open or as tight as you want

There are a lot of call centers that aren’t open around the clock. You may have one. It makes sense – it’s hard to staff all hours, and you may not really need to. So you close at a certain time. After that, callers get an after hours message, an answering service, or something else. But is that fair? Continue reading “Don’t Let Them Call You Around The Clock”

September 14, 2015

Give the Keys to the Castle to the Right People: Privileges and Why You Should Use Them

We all know what privileges are. They’re some form of a set of rules that allow/disallow use or access to certain things. A few simple examples are a driver’s license where you need to be 16 years of age or the ability to purchase alcohol which happens to be 19 years of age here. How can you use privileges in the Q-Suite to better control your contact center?

Continue reading “Give the Keys to the Castle to the Right People: Privileges and Why You Should Use Them”

September 11, 2015

Destiny: The Taken King Patch’s Painfully Long Download Time and Trying to Avoid Bottlenecks in Your Contact Center ACD

So there was a massive 18GB patch released this Tuesday by Bungie to prepare everyone’s Destiny instance for the arrival of The Taken King on September 15th. I started my download at approximately 6pm local time. It had not completed by midnight so I set my PS4 in rest mode and went to bed. I got up in the morning to check the file’s progress, at about 7am, and I was still about 3GB shy of having the file fully downloaded. It was pretty common knowledge across the forums that there were a lot of people on all platforms that were having the same issue. With all the users trying to pull down files that large, bottlenecks were bound to happen. Here are a few tips to try to avoid bottlenecks in your contact center ACD. Continue reading “Destiny: The Taken King Patch’s Painfully Long Download Time and Trying to Avoid Bottlenecks in Your Contact Center ACD”