December 31, 2015 As contact centers continue their reach-out to make themselves all things to all customers, one idea getting a closer look is that of becoming “omni-channel.” While many call centers like to consider themselves multi-channel – that is, offering numerous options and ways for customers to reach them – they need to consider […]
Even Outsourced Centers Need to go ‘Omni-Channel’ Read More »
December 29, 2015 One of the biggest buzz-phrases set to take the call center industry by storm in the New Year is ‘Quality Management.’ While many within the industry already consider themselves adept at making sure quality remains high, there are further steps everyone can take to make sure that’s the case across the board.
Call Centers Striving for Higher Quality Read More »
Hello – I recently removed a CSQ from UCCX. Call flow works properly etc. but the Old CSQ is still visible in Supervisor Desktop and appears, stuck in time. Any advise on how to clear this is appreciated.
CSQ removed from UCCX 8.5 stuck in Real Time Report – Supervisor Desktop Read More »
December 22, 2015 It doesn’t matter how quickly an operator picks up a customer call in a contact center. If the voice quality if less than stellar, an agitated customer will fast become a disgruntled one. That might be one reason why cloud contact center leader inContact has joined forces with Empirix (News – Alert) to
Empirix, inContact Join for ‘Better Sound’ Read More »
December 17, 2015 A recent report from research giant Frost and Sullivan (F&S) has shown that total revenues from hosted/cloud contact center solutions in North America have already surpassed on-premises product revenue in terms of annual spend for this year. That’s good news for those in the cloud contact center space, but there is still
Call Center Leaders Primed to Move Read More »
December 15, 2015 In the world of “materials handling”, time really is money. If you can’t get the requested products to an anxious customer in a timely fashion, you’ve not only lost the sale but probably lost a customer for life, as well. That may be one reason why a major facility expert and materials
Cloud Contact Center to the Rescue Read More »
December 10, 2015 With the Christmas holiday shopping season in full swing, retailers are seeing a crushing load of calls to their contact centers. Those that prepared for the onslaught will see the results when the shopping eases. Those that didn’t prepare will pay the price. One company that saw a need and tackled it
Sportswear Maker Now Able to Answer the Call Read More »
December 09, 2015 It’s a given in the industry these days that call center agents can make or break a relationship with a customer. Customers usually call when they’re unhappy about something, and their conversation with the agent can either leave them feeling like they just spoke with someone who really cared, or feeling like
When Outsourcing, Choose Your Workers Wisely Read More »
Hello all, I’m looking to write a CCX script that can route calls based on the calling number. E.g. If Calling number 3034117911 call to the CCX trigger the script check the Calling number and route that call to a certain Resource Group or Agent every time, if the agent is not available queue it
We have a call center that closes early on some holidays so I was in need of adding a time of day check to my holiday check, but I was struggling to find an answer on the internet. I started experimenting with a way to add the time of day check to the holiday check.
UCCX simple Holiday check with time of day. Read More »