5 tips improve agent efficiency in your call center

Agents are the costliest resource in a call center. So make sure they are efficient and are provided with the right tools. Here are 5 tips to improve your agent efficiency:

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1. Well designed IVR: A properly designed IVR frees up an agent for more important tasks by taking care of the most common requests/complaints. You can read more about Importance of an IVR flow in a call center.

2. CRM integration: Your call center software should integrate with your CRM and provide the right contextual information to the agent so that he/she does not spend time in trying to search for the customer information after the call lands.

3. Click to call: This allows an agent to connect to a customer directly from the CRM screen, saving time.

4. Dialers: These are a must if your call center is running a sales process. Feed the dialers with a list of numbers and let the dialer figure out the optimal agent assignment. You can use preview, progressive or predictive dialer depending on your use case.

5. Shortcuts: Remember, your agents are your power users. So give them the power tools. Your call center software should have well defined shortcuts for the most common tasks. Call transfer, hold, customer info pop etc should all be just a key press away.

Remember, when it comes to agent time in a call center, every minute counts.

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First Post

In this blog, I will be talking about my experiences in trying to build a cloud telephony platform , KooKoo . Along the way I will also be talking about different design choices I made, good programming practices and the IVR domain in general. For technoratti: NNFJW8EW86C3

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Arborjs is a cool graph visualization library. Angular is one of the best JavaScript frameworks and we have been using Angular in a lot of our front end development. When you handle millions of calls, proper visualization becomes very important. Without proper visualization, you can get lost in the mountains of data. So we spend a lot of time to come up with good visualizations to represent the data. Since we loved the cool way in which Arbor represented graph data, we could not wait to hook it up with Angular. Because of Angular's two way data binding, when you hook up Angularjs with Arbor.js you can get a dynamically updated visualization of graph data with cool animations. To give back to the community, we have put up the code online at Github . Basically we have created an Angularjs directive for Arborjs. Please feel free to fork the code and add extensions and use it for your own visualizations. The code is self explanatory with comments inline. Best way to get s

Mashing up Freshdesk with KooKoo for customer support ticket management

Sorry for the delay in writing a blog post. I have been caught up in too many things since last month(we are growing, so its all good :)) Anyway, this week I thought I will look at how we can use the latest rockstar startup from India, Freshdesk . Freshdesk, as most of you know is one of the best "Social Helpdesk" systems out there. I am sure most of you are already using Freshdesk to support your customers. In this blogpost I will explain how you can add telephony to the mixture. In particular I will show some code which you can use to : Welcome the caller by name Ask him to enter his ticket id Play out the ticket status Connect the caller to the correct agent handling the ticket. Luckily for us, Freshdesk has a very well defined API and it was a pleasure to work with it. The engineers were also very supportive and answered all my queries quickly. So lets get into the code directly. 1. First we need to get the caller information. For this we need to a

Cloud Telephony Experiments

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