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TASKE Technology's Call Center Blog

Today, we expect information on demand and at our fingertips. In the context of our increasingly mobile workforce, it’s particularly important that the information we rely on to make decisions is accurate, and available both where and when we need it. Read more of Enabling Your Modern Workforce

Tags: agent activity, agent productivity, business objectives, communication channels, customer satisfaction, KPI, metrics, mobile, monitor, real-time monitoring, reports, trends

Customer satisfaction directly affects the success of your business. To make sure that customer satisfaction remains high, it’s important that you have visibility into interactions between your agents and your customers. Ideally, this visibility is multi-faceted to eliminate the bias to your perception that any individual view could introduce.

Read more of High Customer Satisfaction from Increased Visibility

Tags: agent activity, agent productivity, call analysis, call flow, call lifecycle, Call Recording, customer satisfaction, Real-Time, real-time data, real-time monitoring, reports, trends, visibility, Visualizer

SupportYour decision to invest in TASKE software was based on the value you knew it would add to your call center, whether by improving agent productivity, streamlining call center operations, optimizing customer interactions, and so on. Just as you would expect to maintain any significant acquisition, we want you to consider how to protect your investment in our software. In fact, we believe this protection is so important that we include it free for the first year following your purchase.

Following the first year, you have the option of renewing your support plan. We offer different levels of support so that you can choose the right plan for you. Let’s look at a few reasons for renewing (or reinstating) your plan. Read more of Four Reasons to Invest in a TASKE Support Plan

Tags: best practices, business objectives, cost control, operating costs, security, software releases, support, technical support, Training

Keeping tabs on the activity and performance of your call center, whether through real-time monitoring or historical reporting, means you can respond in a timely manner to changing conditions and identify issues that need correction early. There’s one caveat to keep in mind. All your diligence provides little value if the data you’re using is inaccurate.

Read more of Three Reasons to Keep on Top of Telephone System Devices

Tags: agent activity, agent productivity, best practices, call analysis, call flow, call lifecycle, call metrics, call tracking, call volume, database synchronization, metrics, monitor, real-time data, real-time monitoring, synchronization

Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. It’s worth taking a fresh look at some of the more commonly-used statistics to see if we’re getting all the valuable insights they offer. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently. It can also be an important factor when forecasting call center staffing or identifying problems with the systems that support your agents.

Read more of Take a Fresh Look at Average Handle Time

Tags: agent activity, agent productivity, average call handle time, backend systems, customers, first call resolution, forecasting, handle time, service levels, statistics