May 2014 - | Noojee Contact Solutions

Understanding answer machine detection (AMD)

Almost every technology solution promises some type of ‘silver bullet’ that will fix all of your problems. In the contact centre industry the silver bullet is supposed to be Answering Machine Detection (AMD). Particularly with the proliferation of mobile phones, contact centres have to deal with lots of answering machines. Agents of course only want →

My outbound dialer burns for me

I’ve had the same conversation many times over, where contact centre managers complain that outbound dialers burn their leads. Firstly we perhaps should stop and provide a definition of what it means to burn a lead as it is a term that is thrown around a lot and used in a very loose manner. So →