Tag Archive for: Hours of Operation

Customer waiting on a telephone call

Powerful Amazon Connect Call Back from Queue Configuration Strategies!

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The Amazon Connect Call Back from Queue Dilemma! Assume you have a call center that follows the sun from coast to coast!  You team starts in NY at 7AM EST and ends in California at 7PM PST.    You offer call back options to callers waiting…
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Amazon Connect - Is today a Holiday?

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Is Today A Holiday? Having deployed hundreds of CISCO UCCX and ShoreTel ECC and other Contact Centers, checking to see if today is a holiday seemed to be the "minimum daily adult requirement" for contact center management.  In fact one of the…
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Amazon Connect Call Center Planning

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Basic Amazon Connect Configuration  Overview Creating an Amazon Connect cloud based call center is relatively easy for a non-technical business process manager to implement.  You do not have to be a software engineer to get a basic inbound…
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Amazon Connect Arrange a Call Back from Queue?

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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…
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Live Operator or Automated Attendant?

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Remember, you never get a second chance to make a first impression! How you handle an incoming telephone call will largely define your company to the calling public, scarefully consider what image you want to project. Some businesses feel strongly…
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VoIP System Design - Call Flow

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Installing a VoIP solution has a wide range of technical issues that need to be addressed, organized and accounted for. From co-coordinating the “porting” of phone numbers from the old telephone carrier to the new carrier; to determining…

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