Connecting with Contact Center Management
A brief introduction to contact center management and TASKE
In a contact center environment, callers enter the telephone system and are routed to the queues that best suit their needs. Each queue is serviced by agents and a supervisor monitors both queue traffic and agent activity. The image below depicts this type of contact center scenario as it may apply in an automotive dealership.
In this scenario, the supervisor's monitoring abilities are restricted to the ACD (automatic call distribution) features provided on the display of the supervisory telephone set. The supervisor has minimal reporting capabilities and the capacity for monitoring multiple queues and agents simultaneously is limited.
Now, add TASKE Contact to the scenario. With this simple addition, the supervisor's world expands to include revolutionary tools. Together these tools create a web-enabled, enterprise-ready contact center solution that puts real-time monitoring, historical reporting, and a host of other features at the supervisor's fingertips.
Operating in a client/server environment, the TASKE Contact server computer maintains a direct connection to the telephone system's data stream. This connection creates a constant real-time data feed and facilitates data storage for reporting purposes.
TASKE Contact provides the essential tools for effective contact center management. Equipped with real-time monitoring, historical reporting, forecasting, and call traffic analysis tools, contact center supervisors using TASKE Contact are informed and able to manage, plan, and expand contact center operations with ease and confidence. The TASKE Contactadd-on applications further enhance the contact center environment to provide a complete solution.