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Mark McKelvey

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Última actividad de Mark McKelvey
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    Mark McKelvey hizo un comentario,

    Another up-vote for this capability.  I agree with previous commenters that it isn't acceptable for a customer service organization to be unaware that the communication with the customer is failing.

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    Mark McKelvey hizo un comentario,

    We have a similar interest in making this a configurable value.  Similar to others we have a small team that would like the time to accept a callback request to be less than the current value (seem...

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    Mark McKelvey hizo un comentario,

    We have had the same issue as well so this would be a good feature to add.   The workaround that we have implemented is that we set the callback greeting to None and then embed our callback greetin...

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    Mark McKelvey hizo un comentario,

    This continues to come up as an issue for our agents as well.  In a business-to-business scenario they are working on many tasks besides answering calls and emails.  They are coordinating logistics...

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    Mark McKelvey creó una publicación,

    Max time limit for agents to be away

    If agents on a small team accidently leave themselves in "away" status for a long time, they can inadvertently keep customers waiting for a long time.  It would be desirable to have their status ch...

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    Mark McKelvey hizo un comentario,

    We have been having this same debate internally.  The team in Europe feels that we need a shorter time while the team in the US want it longer.  If we could control it by number, it would enable us...

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    Mark McKelvey creó una publicación,

    IVR routing to a specific agent

    Our customer service agents have accounts aligned to them.  When the customer calls ideally we would route to the correct agent based on attributes of the organization (separate request).  In the a...

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    Mark McKelvey hizo un comentario,

    I agree that this would be a very useful feature.  We have had to purchase multiple phone numbers and define more groups than we would like because we are unable to route calls to agents based on o...