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Earthlink Offers IT Services for the Master Agent

- Alert) offers a wide variety of solutions designed to address key challenges companies are facing in the market today. As a result, the master agent has an increased chance to right-fit a challenge to a solution.


Edited by Jamie Epstein

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Global Connect Enhances Predictive Dialer Solution with Agent Call Transfer

By Rajani Baburajan, TMCnet Contributor

Global Connect (News - Alert), a provider of a cloud-based predictive dialer and various communications solutions, has just unveiled several new capabilities powered by its GC1 Peak Dialer.

The dialer is hosted in the cloud and features both predictive dialer functionality and automated voice messaging options. The solution now boasts new features which include Call Transfer, One-Click Leave a Message Button, and a Redesigned Agent User Interface/Screen Pop.

The Call Transfer feature allows agents to transfer calls, seek available agents, make a one-click transfer with call introduction, bridge the agents, and transfer agents to available supervisors or to an outside party. The new features in this robust predictive dialer ensure that calls are transferred correctly and answered efficiently.

With the One-Click Leave Message Button, the predictive dialer enables agents to quickly leave the correct message with the right voice. Upon pressing the “leave message” button, GC1 Peak Dialer leaves the correct message and marks the account, freeing the agent to take another call.

To utilize a more graphical interface with single-click commands, the user interface has been completely revamped making the navigation much more seamless with the objective of maximizing the agent's experience and improving his/her efficiency.

Powering other robust features such as multiple dialer modes ranging from predictive to preview to manual dialing; as well as call blending; and a state and federal call compliance module; this dialer can help easily streamline operations in any call center around the globe.

"Global Connect's consistent focus on delivering best-in-class products, outstanding customer care, and a return on investment has allowed the company to remain a top innovator in dialing and communication services for over a decade," said Darrin Bird, chief operating officer of Global Connect, in a statement. "Global Connect has spent each and every day focusing on these pillars of excellence to benefit our clients."

Edited by Jamie Epstein


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Call Center Games Can Help Boost Agent Productivity

By Tracey E. Schelmetic, TMCnet Contributor

If you engage in call center management, you'll know that motivating agents is one of the hardest jobs. Call center work is difficult and can be boring and repetitive, and getting agents to work up to their best potential can be one of the hardest jobs of a call center manager. So what to do?

What if you can turn call center training and skills development into a game, wonders UK call center site CallCentreHelper.com. After all, your call center employees, if they're like most people, probably engage in computer or online gaming and probably prefer them over center work. What if you can implement the kind of enjoyment people get from playing games into your call center training program?

“The idea of making performance management into a game is simple enough,” writes CallCentreHelper. “Games are fun. Make work fun, and people will want to do it, without needing to be told. Games have been used in call centers for years, mostly as a relatively short-term motivational measure to inspire a burst of competitiveness and to boost productivity.”

Boosting call center agent productivity, of course, is one of the prime tasks of call center management.

Chris Thomas, Workforce Optimization Business Manager for call center solutions provider Aspect (News - Alert), has looked at introducing this change to customer service performance management.

“Although the actual use of games as a performance management tool might be considered a novelty, there is something to be said for the idea,” said Thomas. “Understanding how playing games affects the way that humans think and behave can be an effective technique to promote soft competition among employees, as well as motivate staff to hit targets.”

A downside of games, of course, is that people invest a lot in winning, and making a call center gaming environment thrive would risk that there are “losing” individuals and teams as well as winners. Too much of this, and people might get discouraged. A solution is to have call center workers compete not against each other, but against themselves, as with say...a game of solitaire.

“For example, top performers are rewarded and celebrated, but low performers’ performance is not exposed, instead showing personal bests, etc. There is a competitive element, but it is kept trivial and fun, instead of daunting and aggressive,” said Thomas.

Edited by Amanda Ciccatelli

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Telax Call Center Agent Version 10.2 Now Comes with Microsoft Lync Integration

By David Gitonga, TMCnet Contributing Writer

Telax Call Center Agent version 10.2 is out and it comes with significant changes including Microsoft (News

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