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TASKE Technology's Call Center Blog

2011

Addressing Three Common Challenges During the Holiday Season

With Black Friday behind us and Christmas fast approaching, you’re probably already in the midst of seasonal call volume peaks that occur for many businesses. In fact, you may have noticed that this year, and perhaps over the last few years, that this peak has increased due to changes in the shopping practices of your customers. Online and telephone shopping may be displacing some portion of your in-store sales.

Given our current economic climate, this seasonal peak can bring some interesting challenges. Let’s look at three that we see frequently. Read more of Addressing Three Common Challenges During the Holiday Season

Tags: agent activity, call metrics, customer loyalty, customers, economy, motivation, service levels, Training

Answering Customer Service Challenges in Healthcare

Many of our blogs have been on the subject of key metrics and how you can use them to contribute to the bottom line of your business. This month, we’re going to look at challenges in the healthcare industry and how contact centers can turn improved service into successful results while managing costs. Read more of Answering Customer Service Challenges in Healthcare

Tags: business objectives, customers, healthcare, metrics, service levels, trends

Tips for Engaging Contact Center Staff in Key Metrics

Over the summer, we talked about the importance of defining key metrics such that they help your contact center contribute to the success of your business.  We hope that the information has helped you to set achievable metrics based on sound analysis of the factors that are critical to business objectives. Now, let’s look at one of the biggest barriers to meeting those objectives: lack of motivation among your employees to provide the service levels necessary to meet the targets.

We all hope that our employees find meaning in their work. Interest and engagement are great ways to keep employees invested in their jobs, which in turn, leads to lower turnover and higher ROI for your business. In many cases, however, the nature of contact center employment means that staff works regularly in highly frustrating or stressful customer interactions. Depending on the type and size of a contact center, many agents may be simply working for a paycheque, with plans to move on to other careers or opportunities. More often than not, reducing employee turnover is a fulltime endeavor, let alone finding employees who are interested in contributing to higher-level business objectives.

Here are some suggestions that may help you increase buy-in from your contact center staff on key metrics. Read more of Tips for Engaging Contact Center Staff in Key Metrics

Tags: agent activity, agent productivity, business objectives, incentives, KPI, metrics, motivation, service levels, statistics

How Workforce Management Software Supports Key Metrics for Business Objectives

Over the last few months, we’ve looked at the relationship between key metrics and higher-level business objectives. Choosing these metrics and determining appropriate target values is critical for ensuring that the contact center contributes to the success of your business in a quantifiable way.

Now, let’s take a look at a few processes underlying many common key metrics: agent scheduling and adherence. Staffing is probably the most significant, ongoing expense of running your contact center. To remain cost-effective while meeting expected service levels, effective scheduling means making sure that the right number of agents with the right level of knowledge are available to meet expected call volumes. Yet, no matter how effective or streamlined your schedules are, they are of little value if agents don’t follow them. Read more of How Workforce Management Software Supports Key Metrics for Business Objectives

Tags: adherence, agent productivity, call metrics, KPI, metrics, scheduling, statistics, workforce management

News from the IAUG 2011

We’ve just come back from the International Avaya Users Group conference in Las Vegas. It was an exciting time to be at Ceasars Palace. With over 3000 representatives from the entire Avaya user community, the conference had the best attendance record yet.

Attendees who dropped by our booth had a great opportunity to see a demo of our products and to meet Dan Campion, who recently joined our sales team. Dan’s enthusiasm for providing the right solution to our customers comes from over 25 years experience in various strategic roles in the telecommunications industry. Dan says that “after seeing the excitement in a customer’s eyes once they saw a demo of a TASKE solution, and then after selling TASKE and hearing how much they loved the product and how it changed the way they ran their call centers, I decided I had to join the team.” Read more of News from the IAUG 2011

Tags: communication channels, conference, customers, metrics, statistics, trends, users group