First-Call Resolution

FCR Tutorial with QueueMetrics

A common scenario in most call-centers, is one where the same user calls multiple times, regarding the same issue or matter to be addressed. The biggest problem regarding this type of situations is: how to keep track of client interactions, clustering the data in a sensible way, allowing the tracking of a particular situation rather than having to manually investigate all the single phone calls from the same Caller-ID.

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Automated Recalls

Automated recalls

When managing a Call Center you will often find yourself in a situation where your services have a known peak time. In this case a need arises to staff agents based on the load at peak time. More often than not though your wait time SLA is stressed during this peak time, impacting on the overall quality and customer satisfaction, while also having an harder interaction with callers who have waited too long for the call to get through. So how can we solve this problem?

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VIP Callers

VIP callers management with QueueMetrics

There are various methods that one can employ to deal with VIP callers. Some examples of this are:
  • Special low-latency queues
  • Different products
  • Automatic routing of open cases

How can we identify important callers?



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Automating QA

QA is an effective process, and greatly improve the awareness of a Call Center Administrator. This said, it also brings along a series of disadvantages:

  • Reviewing calls manually is very expensive
  • Most calls are not very informative
  • Biased sampling

What if we could automate it?



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QueueMetrics Payroll

Payroll

Are you looking for a way to easily track your call center agents’ session times, in order to produce accurate payroll records? Are you having trouble figuring out how to differentiate between payable and non payable pauses for your workers? If your answer is yes then keep reading.

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QueueMetrics Wallboard Queue Filtering

Queue Filtering

Do you ever wish you could create your own custom wallboard to understand at a glance what’s going on in your Call Center? Do you need to monitor multiple queues as a single entity, yet maintaining a perception of how the singular queues are doing? If the answer is yes, read on.

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Enabling Scheduled Jobs on QueueMetrics-Live

Scheduled Jobs

A lot happens in your call center everyday, and it’s often hard to keep track of how your agents are performing every day. Data collection can be a tiring job, and making sense of it all it’s even harder. Would you like to have detailed reports about your call-center performance, neatly organized and formatted as you choose them to be, delivered automatically to you by email at regular intervals? If your answer is yes, then keep reading.

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Tutorial: Automatic Outbound call tracking

Discover in this new tutorial how to automatically track normal outbound calls with QueueMetrics call-center software for Asterisk PBX.
We will guide you step by step through the several benefits of using the new outbound call tracking feature of QueueMetrics’ Uniloader in your daily call center management.

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