When you’re trying something new, like testing a web service or getting data from your dialplan, it’s important to be able to ensure the data you expect is where it’s supposed to be and in the form you expect.
Testing and Monitoring With Live Data
Small Tweaks Can Make a Big Impact for Usabilty
Mouse clicks. It’s no secret that reducing mouse clicks makes life easier for users. The fewer times you need to hear ‘click-click-click’ in the run of a day, the better off we all are. How did a relatively small tweak in the Q-Suite make a big impact for users?
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Your Call Center on the Go
Around the turn of the century, it was common to see websites suggesting “Best viewed in 800×640” or some other suggested resolution. As if the user had a choice of screen resolution when moving from site to site. It may have been a form of bragging: “Our site is so fancy you need a pretty good system to enjoy it.” Continue reading “Your Call Center on the Go”
Your Leads, Your Rules
You may be using agent owned leads for at least some campaigns in your call center. It’s important to remember your agents don’t actually own the leads. Whether it’s just making sure the scheduled callback comes back to the correct agent, or if you’ve got a CRM integration where the same agent is expected to work the same lead, you may need to reassign those leads. Continue reading “Your Leads, Your Rules”
Give Your Callers Exits to Keep Them From Waiting
Waiting in an inbound queue until the next available agent is prepared to accept your call is an inevitable situation. If you’ve ever needed to call your service provider to add/cancel services or to place an order over the phone, you will run into this scenario. Using some of the available features in the Q-Suite, as a call center ACD administrator you can help ease the waiting times of your customers by providing manually triggered exits for the caller.
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Rise of the Robots – Outbound Dialing Part 5
If preview dialing is slow and methodical, and predictive dialing is dialing on steroids, you have to wonder how to characterize auto dialing.
To be clear, here we’re discussing auto dialing that doesn’t involve predictive dialing. That’s a special case of an auto dialer that attempts to connect agents to calls as soon as possible. There are cases where you don’t want to involve an agent, or only in certain cases. You may need an auto dialer.
An auto dialer is usually used in three cases:
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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. Bec
ause 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”
The Power of Prediction – Outbound Dialing Part 3: Predictive Dialing
If your goal is to keep your call center as busy as possible, and you have plenty of leads, lines and agents, then predictive dialing may be right for you. Many people confuse predictive dialing with power dialing, but they are different. Power dialing is usually the straightforward dialing of X number of calls for every agent currently waiting for a call. It’s an unsophisticated approach that’s easy to implement, so it is widely available.
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Buy or Rent? Finance or Lease? The Contact Center Edition
I have a scenario approaching quickly with regards to this topic. My previous two vehicles were leased. My third was financed, with the end date of the loan coming up, which means no more direct vehicle payments. This end goal was very appealing to me, hence the purchasing of the most recent vehicle as opposed to leasing it. Maintenance costs are going to crop up, but those are unavoidable. I did truly like the convenience of having a leased car, mostly because if anything at all went awry in the lifetime of the lease, the dealer covered almost any and all expenses. This is not the case with owning of course. This leads me to the actual topic here: Should I lease my contact center or should I buy it?
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Better Know Your Leads — Outbound Dialing Part 2: Preview Dialing
Do you know who your clients are? Do your agents? In some outbound dialing campaigns, it’s critical for your agents to know to whom they are speaking before they’ve said “Hello.” The leads are distinct enough that the agent needs to familiarize herself with the particulars of this particular contact before clicking “Dial”. In some cases, this may mean a few minutes of study. Continue reading “Better Know Your Leads — Outbound Dialing Part 2: Preview Dialing”