Tag Archive for: Agent State

Agent queue cherry picking illustration

Amazon Connect Pick a Caller from Queue?

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Would You Let Agents “Cherry Pick” Callers from the Queue? Not everyone agrees with the idea—but in some situations, allowing agents to “cherry pick” callers can save time and improve the customer experience. By default, Amazon…
Helpful tips sticky note

Amazon Connect Lets folks text a request for call back!

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Is Call Back from Queue really that smart an option? Would of the current strategies for managing a customer interaction while waiting in queue is to offer a call back when an agent becomes available.   This option is offered to the caller…
Callback illustration

Amazon Connect Deep Call Back Option! - a lesson in Contact Attributes

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The Call Back Dilemma ! It is now common place to hear an option while you are on hold in a call center that suggests "If you would like to arrange a call back when an agent is available, press 1 or continue to hold for the next available agent". …
Contact center headset icon

Amazon Connect Email Routing using Dextr.Cloud

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The Dextr Dashboard for Amazon Connect Agents has added email routing to its existing voice and SMS/MMS channels.   Similar to a voice call, an incoming email message is routed to the next available in the queue assigned for email.   Dextr…
Customer text messaging across devices

ShoreTel ECC "Sticky Email" ?

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Call Center or Contact Center? Call Centers had no sooner become “Contact” Centers  when multimedia “nice to have” features became “must have” requirements.   The more mobile the customer base, the more likely they are on a smart…
Customer text messaging across devices

The ShoreTel Workgroup Monitor Kicks Butt!

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As you can tell from our video library and blogs, we are very excited supporters of the ShoreTel Contact Center!  You can not find a more feature rich or cost effective  solution to call routing, email routing  and web collaboration!    To…
Customer text messaging across devices

ShoreTel Contact Center Overflow Concepts and Direct Calls to Agent!

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I would like to kill call center challenges with one blog!   In many call center environments, it is possible that an agent has a Direct in Dial (e.g. DID) number that a client might call and bypass the entire call center process!   For a…
Customer text messaging across devices

ShoreTel Abandoned Call Handling

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Every call center has peaks and valleys.  Normall businesses operate with very predictable calling patterns.  Traffic over the normal business day, starts out slow and peaks between 10AM  and 2 PM in the afternoon, then trickles down.  The…

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