Providing options for callers to you contact center after normal business hours is always a good practice. Our standard “after hours call handler” makes use of several options: Send Caller to Voice Mail or Message Center Send a Text Alert to an on call team member Download After Hours Call Handler with SMS notification Option […]
Making the caller “comfortable” while waiting in queue for the next available agent is the primary role of a “customer queue flow”. Our standard practice is to provide a range of options that can be turned on or off as desirable for a specific CSQ. The main greeting contact flow discussed in Part 1 will […]
Every Call Center is in fact unique, but the all share a common theme that can be encoded for recreating deployments quickly. Generally we divide Contact flows up into manageable contact flows that compartmentalize call handling. For example we generally create a MainGreeting, QueueHandling and After hours Call Handling call flow and these three basic […]
Sometimes it is better to give folks what they want, rather than what they need! Over the years of working with call centers you develop a sense of what is a best practice and what is something that will be nothing but a problem! You do your best to educate folks on the issues and […]
One of the most challenging implementation tasks for an implementation engineer or application developer is getting the client stake holders to agree on customer audio prompts! Having implemented hundreds of call center solutions, having to wait for the client to get their IVR scripts together is the “black hole” of project management. So many other […]
Historically touch tone “call trees” have over populated the IVR landscape prompting callers to “Press 1 for this and Press 2 for that”. This has been the standard since the first half of the last century! You would think that in the 21st century we would have a solution that can eliminate this kind of […]
One of the most requested features we hear from clients when using AWS Connect , is the ability to “Cherry Pick” callers from Queue. Unfortunately, at this moment we have not yet developed that option, but we have taken the first step. Using the Dextr Dashboard HOME page, each Agent can now see near real […]
A Short to the point Whiteboard cartoon that outlines the features and benefits of the Dextr.Cloud dashboard solution!
One of the most requested features of folks using AWS Connect as a call center, is the ability to set a Holiday Schedule. Call Center Supervisors also want the ability to have “ad-hoc” team meetings in which they want to close a specific Customer Service Queue for a brief unschedule time slot. Ideally both requirements […]
Setting up options for Callers waiting in Queue for “the next available representative” often include offering a call back option. Generally, it is a best practice to not offer this option immediately but queue the caller for some time before offering this option. They have already called in and you have answered the call, […]
About a year ago, while deploying a very large cloud based call center from one of the Gartner groups upper right quadrant companies, Amazon announced AWS Connect! That was the day the disruption of all you ever knew about call centers changed forever! Most Call Centers, especially cloud based providers, have a platform that supports […]
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