Episode 35
Enhancing Customer Service: From Calls to Contacts
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Air: July 24

Links:
Social Technographics from Forrester
Article: Converting from a legacy PBX to a VoIP based Contact Center

What is the best way to handle a Contact Center contact? Do you have ideas for guests, demos, content flow? Please weigh in on the discussion thread below or simply edit this page. I have currently left it unlocked.


Great note from Cliff who works at Cisco partner Forsythe:

Seriously, I can share a couple of ideas on deployments we've done.

1. Customers seem to routinely underestimate the training requirements for their OWN people needed to own and operate an IPCC system. Personally, if they aren't arranging training or purchasing day 2 support from someone, serious consideration should be given to not doing the deal.

2. One of the big requests that is under served by Cisco documentation is statistics display. Traditional Call Centers will have a board showing information about calls in the queue, etc. With the advent of the real time reporting tool, you can use a projector or plasma screen as a workstation display, and set up a report on a 10 second refresh to project this information. It can actually be done cheaper than the purchase of a traditional wallboard. There is code on the Netpro forums for building your own wallboards in this manner that can be used with IPCC Express.

3. We have one customer who has asked us to implement a solution to provide them a way to redirect inbound calls to different numbers based on the number that is initiating the call to a message that says "go away and don't call back". The specific need is a former employee that calls in to senior executives. They have MGCP gateways, and we realized by routing the calls through the IVRs with a in and out (IVR never actually speaks to the caller) that you could do some quick and easy call screening/call redirection based on a database lookup.

Just a few thoughts. Love your work. You're the "Larry the Cable Guy of Cisco"!!!

Cliff McGlamry