Earl Rusnak Ring All vs. Hunt Groups vs. Round-Robin: Pick the Right One "Ring all" sounds great in a brochure: every phone rings, somebody answers, customer is happy. In practice it works for some teams and creates chaos for others. We deploy ring groups every week on our... Call Center Apr 2, 2024
Earl Rusnak VoIP for Call Centers: What Actually Earns Its Keep Call centers do not buy VoIP for cost savings anymore. The savings are real, but they are not the reason. The reason is that a hosted platform gives you queue logic, recording, real-time dashboards, a... Call Center Nov 28, 2023
Earl Rusnak Call Center Features That Actually Change How You Work Most "call center feature" lists read like a sales sheet. Here is what each feature actually does on our platform, what we have learned configuring them for Central Florida customers, and where they f... Call Center Aug 14, 2023
Earl Rusnak Real-Time Call Center Wallboards: What They Show, Why They Matter If your supervisor is watching the queue by refreshing a report every five minutes, you don't have visibility you have a delayed reaction. A real-time wallboard puts the numbers that matter on a scree... Call Center Aug 11, 2023
Earl Rusnak CRM Integration for Call Centers: What Connects to What A call center without CRM integration is two screens, two systems, and an agent retyping caller phone numbers all day. The integrations that earn their keep do three specific things: pop the customer ... Call Center Jun 16, 2023
