Contact Center Software

How can I make my contact center more green?

Ivr Applications

Nov. 26, 2010

Carolyn Allen and 2 other people answered this question

Electronic storage of documents vs. paper-based files and binders is a savings in forests, as well as shelving costs, space allocated to tangible records, etc. You can also recycle electronic tapes for reuse and to purge them of data for security purposes.
Having healthful food and ... more

How long does it take to set up & start using an IVR system?

Contact Center Setup

3 more topics

Nov. 21, 2010

John Green and 4 other people answered this question

IVR's are relatively easy to set up. The time consuming bit is designing it properly, and making sure the message recordings are appropriate, clear, and accurate. Its also a good idea to incorporate a few measuring tools so that you can analyse the effectiveness of ... more

What real-time analytics software do you use?

Nov. 15, 2010

Dave Donahue asked a question

Analytics Program

What tools help you monitor call quality in your call center?

Nov. 12, 2010

Michelle Babb and 2 other people answered this question

The biggest and most reliable tool in your tool box for quality should be a voice recording solution. It is very difficult and time consuming to conduct quality monitoring through service observes...and even harder to coach when the agent can only go on your Quality ... more

Is your contact center on-demand?

Call Quality

5 more topics

Nov. 5, 2010

Eric Roe asked a question

What technology do you consider a "must have" at your call center?

3 more topics

Oct. 28, 2010

David Filwood answered this question

I’m sure you’re going to receive all sorts of Hardware/Software advice for what you ‘must have’ in your Call Center – just don’t lose sight of the fact that fundamentally it’s all about the quality of the ‘Humanware’ you deploy to begin with.
While most everyone ... more

IVR software in a contact center?

Call Center Technology

Call Center Tools

5 more topics

Oct. 22, 2010

Kirsi O'Connor and 4 other people answered this question

Whether an IVR would increase your productivity depends on two things: what you have in place now (systems and processes) and how you would use the IVR.
I can think of a couple of ways how IVR can improve productivity:
- IVR can provide self-service outside ... more

Does anyone use a universal queue anymore?

Oct. 21, 2010

Kyle Lyons answered this question

Yes, Universal Queues are used today. Remember, a Universal Queue provides the ability to distribute interactions from any media (voice, web chat, email, fax, etc)to the same set of agents in a blended manner and provides the ability to identify the number of interactions an ... more

How hard is it to implement a virtual queue?

2 more topics

Oct. 19, 2010

Richard Piatkowski answered this question

Eric,
I need to know more about what you are looking to achieve, but the concept of a virtual queue is pretty standard amongst the larger technology players such as Aspect and Avaya.
If you can give me more information, I may be able to ... more

Contact Center Setup

Is it easy to integrate a CRM into a contact center?

Oct. 16, 2010

Willy Winkler and 1 other person answered this question

Hi Annie,
That's a good question, because it's something you cannot fix once you're on the wrong path.
When you choose your Call Center and CRM solutions, you should pay attention to this:
* Ability to integrate with current market leaders and most used solutions
+ Microsoft CRM/Salesforce/Sugar CRM/etc
* ... more

What vendor would you recommend for home-based call center agents?

Contact Center Solutions

3 more topics

Oct. 15, 2010

Derek Roush and 1 other person answered this question

Jesse,
That would really depend on a lot of factors like, what equipment is at the place of business? What applications are going to be converged with the agent (i.e are you tying it to a CRM?)? What type of reporting or supervisor visibility do you ... more