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 by pass the entire call center process!   For a call center manager, this is very frustrating!  Your create a Contact Center to organize the flow of calls to your Technical Assistance Center, and clients by pass the process by calling your Agents/technicians [...]

It is very normal to start planning a call center around the concept of DNIS, Groups, Agents and Skills.  Experience has taught us, however, that call center design needs to start with a more important concept.  Call Centers are performance oriented.  We measure the number of calls presented, the number calls answered, the number of calls abandoned, average talk time, the average time a caller is waiting in queue for service and any number of other key parameters.  We want [...]