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TASKE Technology's Call Center Blog

2013

Keep Agents at the “Right” Level of Busy

Last month, we talked about ways to keep agents engaged during the holiday season. When call volumes peak, it’s important that agents continue to excel at customer satisfaction to gain new customers and retain existing ones through excellent customer service.

When looking at your agents’ ability to perform well when call volumes peak, it’s also important to monitor how busy they are on an ongoing basis. If agents are too busy most of the time, you may start to have problems with agent frustration and burnout. These conditions can mean that agents no longer handle calls as well as expected. As well, your turnover rate may increase at a time when you least need it.

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Tags: agent activity, agent productivity, call volume, customer satisfaction, customers, forecasting, motivation, occupancy, operating costs, work time

Three Tips for Keeping Agents Engaged During the Holiday Season

Many organizations are heading into one of the busiest seasonal peaks of the year. This timeframe–including Thanksgiving Day, Black Friday, Cyber Monday, Super Saturday, and the entire Christmas holiday shopping season–is an opportunity for your business to gain new customers and retain existing ones through excellent customer service.

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Tags: agent activity, agent productivity, customer loyalty, customer satisfaction, economy, incentives, motivation, service levels, trends

Four Features to Look for in a Contact Center Reporting Solution

Last month, we looked at three ways that you can use historical reports to complement the real-time data that you monitor on a day-to-day basis. Historical reports can give you insights for predicting future activity, which in turn, helps you anticipate the resources you’ll need and adapt your processes for changing trends.

The value you’ll get from historical reports depends on the accuracy of the underlying data and the tools you use to produce them. Our whitepaper Get More Value from Contact Center Performance Metrics discusses findings by Richard Snow, VP and Research Director, Ventana Research, that “the most disturbing insight….is the percentage of companies that still rely on spreadsheets to produce their contact center and customer reports and analysis. Just under two-thirds (62%) of the respondents indicated they use spreadsheets as their primary tool, and 90 percent said they use spreadsheets on very regular basis.”

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Tags: agent activity, budgets, forecasting, KPI, reports, service levels, software, statistics

Three Ways to Improve Contact Center Service Levels with Historical Reports

Every minute of every day in our contact centers we monitor activity. Is the number of abandon calls increasing? Are agents spending too much time on individual calls? Are queues staffed appropriately for current call volumes? These are just a few of the questions we need to ask to stay on top of real-time activity—and take corrective action when necessary—if we want to meet or exceed expected service levels.

To complement real-time monitoring on a day-to-day basis, you may want to consider using historical reports. These reports provide information about past activity over various periods of time, giving you insights into evolving patterns. These insights are invaluable for identifying trends in activity that may turn into service degradation issues, giving you time to make the necessary adjustments to head them off.

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Tags: abandon rates, agent activity, agent productivity, business objectives, call handle time, call volume, customer satisfaction, customers, forecasting, historical data, KPI, metrics, real-time data, real-time monitoring, reports, scheduling, service levels, statistics, trends, TSF

Use Communication Tools to Provide Value in the Contact Center

Most organizations recognize the importance of communicating appropriate information in a timely manner across the contact center. Traditionally, organizations used some form of large, central display to broadcast current activity in the contact center, along with other information such as company announcements. While many contact centers continue to use wallboards and other types of centralized displays, many applications are also available as desktop software, allowing supervisors and agents to customize the information they monitor on an individual level.

With more options for conveying information in the contact center, it’s easy to reduce the effectiveness or timeliness of communications. These displays are intended to provide value to supervisors and agents, not distract them or waste their time.

Let’s look at a few considerations for ensuring effective communications in your contact center.

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Tags: agent activity, best practices, communication channels, real-time monitoring, resource monitoring, service levels, statistics, Wallboards