Marc Hamel

Recent Posts

Creating A Better Customer Experience In Contact Centers With Callback

Posted by Marc Hamel on Sep 5, 2019 9:00:00 AM

Customers nowadays tend to be less and less patient when calling in to get answers to their questions or problems. This leads to higher abandon rates during peak hours or times where fewer agents are online. Offering alternatives to waiting on hold for the next available agent will not only improve customer satisfaction but also lead to better SLAs and a better customer interaction for the agent. Let's face it, who doesn't dread taking the call that's been waiting in a queue listening to the same music looping for 30 minutes.

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Topics: UCCX, Contact Centers, Call Center, cisco uccx

Automating the PCI Compliance Scanning Process

Posted by Marc Hamel on Aug 14, 2018 7:00:00 AM

In a previous article, we discussed the changing regulations and compliance issues affecting organizations that process or transmit credit card information.

While most every company that process online credit card payments have placed a lot of effort and time into becoming compliant with the Payment Card Industry Data Security Standard (PCI DSS). Many do not put as much effort into the challenges that they must meet on an annual basis which is to remain compliant. 

Of the many compliance requirement challenges one of the most laborious and time-consuming tasks is the quarterly PCI compliance scan. 

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Topics: unified communications, PCI DSS 3.2, PCI compliance, PowerShell Script

Context Is King For Your Contact Center

Posted by Marc Hamel on Apr 5, 2018 10:45:00 AM

 

You have the unenviable task of assembling the bookcase that you bought and have left in the middle of your living room since it was delivered more than a month ago. You quickly realize that the instructions which say that the entire bookcase can be assembled with a single screwdriver is way beyond your mechanical prowess. You go online and start a chat conversation with the customer services department, and when the agent asks which bookcase you are asking about and what your order number is, your mind goes blank, and the only thing you can type is “The #$%$^ one that I cannot assemble.”

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Topics: UCCX, Contact Centers, cisco context

Troubleshooting Toll Fraud via Unity Connection

Posted by Marc Hamel on Sep 13, 2017 9:41:13 AM

Many organizations enforce password policies to protect their user's network & domain accounts. One credential that is often overlooked is the Unity Connection voicemail PIN, which can have costly consequences to your phone bill.

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Topics: CUCM, cisco unity connection

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