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Call Center Queues Part 4 – Managing Call Traffic

As promised, enough with the fear, and time to start helping to manage your call traffic.

Way back in the first article in this series, I mentioned that I made a few simple tweaks to a customer’s existing queue setup, and the center went from apocalyptic to Walden serene.

Think about what happens on your favorite highway as rush hour approaches.  It only takes a few extra cars to turn a smoothly running thoroughfare into a snarled hell.  The same thing happens […]

By | 2018-06-01T19:03:02+00:00 May 17th, 2017|Call Center|Comments Off on Call Center Queues Part 4 – Managing Call Traffic

Call Center Queues Part 3 – Skills Based Routing

Time for Skills Based Routing.  This post is going to take some, uh, skill.

Since it’s been a while between posts on this topic, I’d suggest you reread Part 1 and Part 2 first. I’ll wait…

I intentionally avoided the word “skill” up to now, because vendors toss this word around recklessly when discussing their skills based routing feature, and that’s where the plot can get lost. One vendor’s user guide describes skills as “a customer-definable label assigned to agents”. Huh?  […]

By | 2018-06-01T19:03:02+00:00 April 17th, 2017|Call Center, Customer Care|Comments Off on Call Center Queues Part 3 – Skills Based Routing

Call Center Queues Part 2 – Agent Classification

In my last post, we talked about why we need queues and call classification.  Call classification is needed because all agents are not equally good on all types of calls.  This time, we’ll flip it around and look at agent classification.  I’m being careful to avoid certain words (such as “skill”) because their dictionary definition has been twisted by our industry.

Agent Classification

The main agent classification is the ability to handle the customer issue.  This usually means that they’ve received the necessary […]

By | 2017-09-11T17:30:20+00:00 February 1st, 2017|Call Center, Customer Care|Comments Off on Call Center Queues Part 2 – Agent Classification

Call Center Queues Part 1 – Call Classification

What I really wanted the headline to be is “Call Center Queues – You’re Probably Doing Them Wrong (and It’s Not Your Fault).”

There’s no place where a call center can hang itself as with queue configuration. In fairness, I have to lay most of the blame on the vendors, as most of them make it opaque, to say the least. All their queues work similarly, but you’d never know it by reading about them. They’ll talk about vectors, MRDs, Exempt Held […]

By | 2019-04-02T14:07:53+00:00 January 29th, 2017|Call Center, Customer Care|Comments Off on Call Center Queues Part 1 – Call Classification