Amtelco Innovations Blog

Virtual call center technology enables a single physical server to house multiple virtual servers. This enables an entire call center system to run on a single server. A backup virtual server can be deployed to provide system redundancy and backup.

Increasing call center efficiency is a common goal among call centers. A single software platform for all call center functions, helps to achieve this goal. Our Genesis multi-channel system is designed to provide an intuitive agent interface that minimizes training, increases efficiency, and reduces errors.

There have been many advances in communications technology in the last decade that are responsible for many changes in the telemessaging industry. These advances have allowed call centers to use remote agents and to downsize pricey office space. Some call centers are now 100% virtual.

Digital Eye Strain (also referred to as Computer Vision Syndrome) is very common and has increased with the frequent usage of digital devices. If you spend a majority of your day staring at a screen, you have probably felt the effects of digital eye strain.

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Simplification is defined as the process of making something simpler to do, easier to do, or easier to understand. Simplification can have a big impact on the success and profitability of any business, but it has a significant impact on call centers, which are very labor intensive.

Have you planned for the unexpected? It’s imperative to be prepared in the event of a business interruption. By creating an off-site back-up system in a geographically diverse location, you can rest assured that your call center will be protected from unforeseen occurrences.

As call centers transition to remote, work from home, environments, one challenge they may face are keeping their remote agents engaged. While there are many benefits that working from home offers, one aspect that agents may miss about not being in the office each day is the social aspect.

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Genesis Service Level reports provide reporting on service level statistics for each Agent ID, Agent ACD Skill, Agent Skill Group, and client account. There is also a Service Level report that is grouped by interval.

Wikipedia describes system integration as, “the process of linking different computing systems and software applications physically or functionally to act as a coordinated whole.” System integration touches every aspect of today’s society.

Encryption is an important tool to ensure our data is kept safe. Healthcare providers are required by the Health Insurance Portability and Accountability Act (HIPAA) to use encryption to protect their patients’ electronic protected health information (ePHI). This requirement also applies to any organizations, such as call centers, that process, store, or transmit ePHI.

Many people understand the importance of using a secure messaging solution in the healthcare industry. By replacing the traditional pager with a secure messaging app, doctors and nurses can remain HIPAA compliant, ensure the patient’s PHI is secure, and increase overall efficiency.

With the increase in more employees working remotely, you might be concerned about a decrease in work quality and productivity, and you are not alone. There are a variety of analytics and performance measurement tools you can utilize to ensure that productivity and quality are not taking a hit with your transition to a virtual call center.

Patient privacy and security are the main focus of the Health Insurance Portability and Accountability Act (HIPAA) and Health Information Technology for Economic and Clinical Health Act (HITECH). Standard messaging often fails to meet the requirements of the current laws, leaving patient data vulnerable and providers liable for potential HIPAA violations.

The ever-increasing threats from natural and human-made disasters have made the use of disaster response systems a necessity. Nearly two-thirds of U.S. residents live in areas that are rated as having a moderate to very high risk of experiencing a natural disaster (hurricanes, tornadoes, floods, hail, wildfires, and earthquakes).

The Novel Coronavirus (COVID-19) has made huge impacts on our health and day-to-day life throughout the world. The virus has been overwhelming to all, but particularly among the teams who are supporting and caring for those who are sick.

Call centers exist in a constantly changing marketplace. New channels and technologies are constantly emerging. Using a multi-channel, all-in-one system makes it easier to support customers’ needs and earn their loyalty.

Supervisors can customize the way their agents interact with the Genesis Web Agent application while they speak with callers. Supervisors can configure the theme, keyboard layouts, Status Lights, and the Sidebar of Web Agent with IS Agent Styles.

Amtelco has been awarded a Top Workplaces 2020 honor and a special award for work/life flexibility by The Wisconsin State Journal. These awards are based solely on employee feedback gathered through a third-party survey administered by employee engagement technology partner Energage, LLC.

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