Disaster-Proofing Your Call Center

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By Nicolas D’Alleva Disasters that may potentially disrupt your call center can manifest themselves in different ways. In today’s world of heightened customer expectations and real-time tweeting and blogging about service interruptions that could tarnish your image, disaster-proofing your call center operations must be an essential part of your business strategy. Broadly, disasters can be classified as 1) semi-predictable and … Read More

Contact Center Business Continuity Planning

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With the recent tornadoes devastating parts of Oklahoma it brings home that businesses need to be prepared for any event, nature or man-made, to ensure business continuity and have a plan to check on the well-being of their employees. As the month of June approaches here in Florida and States along the Gulf and Atlantic Coast many companies are dusting off … Read More

Personal Disaster Recovery Planning Tips

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When preparing the Business Continuity Plan for your organization, make sure you take the time to prepare your family’s Disaster Plan. Elements of this plan should include: Meeting Location – identifying a safe “meeting” place so all family members know where to go in the event your home is inaccessible or damaged. Go Bag – a “Go Bag” for each family Member that would include a … Read More

Upcoming Call Center Events for June 2013

Marlon WilliamsUncategorizedLeave a Comment

There are two events happening next month. Which will you attend? Call Center Week will host its 14th annual conference in Las Vegas while ICMI is going to Chicago for its call center training symposium. Happy Networking!   Call Center Week June 10-14, 2013 Caesars Palace Las Vegas, NV www.callcenterweek.com   ICMI Symposium Improving Call Center Performance June18-21, 2013 Chicago, … Read More

It’s That Time of the Year

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Hello, folks! It’s that time of the year again for those of us in the Gulf. We will post a series of tips for individuals and businesses alike on things to lookout for during this year’s Hurricane Season. As nature consistently reminds us, however, it isn’t only those in the Gulf that should be concerned. Disaster can strike at a … Read More

Email Queues, Call Detail Reports, Realtime Activity in Fenero Contact Center Software v1.0.5

Marlon WilliamsTech-Only PostsLeave a Comment

Summary of new features in version 1.0.5 Summary of new features in Fenero Contact Center version 1.0.5. Email Queues Email queues allow customers to handle emails in the same manner as phone calls. In FC2 Manager, you can setup an unlimited number of email accounts to monitor. When an email arrives to one of the monitored mailboxes, FC2 automatically downloads … Read More