There are certain circumstances that prevent those that excel at certain jobs from performing those jobs more frequently that someone who isn’t quite as good. Professional baseball comes to mind. There is only one ace in a five-man starting rotation, and they typically play about as many games as all the other starting pitchers, even though they are often far better athletes. Contact centers can have similar concerns, which is why we here at Telax offer a feature called Skill Priority, today’s Feature Friday focus. (more…)
Feature Friday: Skill Priority
Friday, February 3rd, 2012Change Your Password Day
Wednesday, February 1st, 2012February 1st is Change Your Password Day in Canada. It’s an attempt to raise awareness about cybercrime. In 2010, 7.3 million Canadians were victims of cybercrime. That’s about 1/5 of the population. If that same percentage is applied to the American population, we’re looking at 60 million people. (more…)
Feature Friday: Call Backs
Friday, January 27th, 2012No matter how prepared a contact center is, there are going to be days and times with call volumes that overwhelm agents. While some customers don’t mind waiting on hold, especially if the hold music is their style, most aren’t excited by the prospect of handcuffing themselves to a phone for any length of time beyond a few minutes. But there is a solution. It’s called the Call Back feature, and you can learn all about it in today’s Feature Friday. (more…)
Megaupload Megafail
Wednesday, January 25th, 2012While SOPA was the talk of the town last week, this week the closure of Megaupload is making headlines, and many fear for the survival of cloud-based file storage services after legit Megaupload users lost their data. As a user of Dropbox, I too was concerned at first. Some of the files I work with are either shared with quite a few people or giant files that I don’t really want to email. Dropbox has become a useful tool, and if it were to be shutdown because a small percentage of its users were sharing copyrighted files, it would be a sad day indeed. But the good news is that Megaupload is not as innocent as some might believe, and other file sharing services such as Dropbox, MediaFire, and RapidShare are not in danger of being shutdown. (more…)
Feature Friday: Busy Reasons
Friday, January 20th, 2012Before I began working with call centers, I envisioned seas of desks, endlessly ringing phones, and maybe even some papers flying through the air as people rush to and fro amongst a maze of cubicles. But not every call center resembles the call center from Boiler Room (Giovanni Ribisi, Vin Diesel, its a good movie, you should check it out). Some contact centers just aren’t that busy and some companies have their agents perform a variety of tasks that make them unavailable to receive incoming calls. Regardless of how big an environment is or how many duties agents are responsible for, tracking how employees are using their time can be essential to the success of any company. So this week’s Feature Friday post (that’s right it’s back) covers agent Busy Reasons. (more…)