Article 10014: Using TASKE Chat

TASKE Technology Knowledge Base
Products: TASKE Contact
      version 8
Applications: Chat
Telephone systems: All
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Summary

TASKE Chat, a feature of the TASKE ACD Monitor, provides secure one-to-one communications for you and your agents. Chat is included in both the Supervisor Monitor and TASKE Agent Desktop. Chat’s broadcast feature allows you to communicate with all on-site agents simultaneously – and immediately. Here are some examples of how the Chat feature will help you improve communications with the end result being better customer service.

Use the broadcast feature to:

  • Congratulate everyone on a job well done!
  • Broadcast service alerts like slipping service levels.

Use Chat for private communications:

  • When you need discreet one-to-one messaging to coach agents.
  • To send timely messages such as asking an agent to delay going on a break when the call center is busy.

Use Chat for agent-to-agent communications:

  • An agent can warn another agent of a difficult customer before transferring the call.
  • Agents can periodically update supervisors on the progress of a problem call, without alerting the caller.
  • Agents requiring help on a call can consult with any supervisor and then provide immediate and accurate feedback to the customer.

Let your agents know this tool can be used to help each other out. You can leave a lasting impression of your company’s attentive service and knowledgeable staff when you fully utilize the features of TASKE product.