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TASKE Technology's Call Center Blog

We’ve just returned from Cisco Live in London, UK. This event was a great opportunity to hear about cutting-edge insights from experts who will set the agenda for the future of technology and business.  Many attendees were interested to find out that TASKE is the only vendor with a product suite for CISCO that provides data to users in less than a second, making it a true real-time solution. As well, the data is available to all users in the contact center, not just supervisors.

Let’s look at a few of the reasons why it’s important to have true real-time data readily available to all users in the contact center.

Risk Management

We’ve all experienced situations where conditions in the contact center changed rapidly, such as an unexpected spike in call volume causing calls to back up in queues. Depending on the wait time tolerance of your callers, this situation may mean that your abandon rates increase as overall customer satisfaction drops.

If a view of current activity in the contact center is available only to supervisors, valuable time will be lost as supervisors try to contact agents and request them to log in. However, making real-time data available to agents as well as supervisors–and empowering agents to act–means that agents can respond to the changing conditions. Allowing agents to intervene without waiting for direction from supervisors minimizes the risk that these situations will be time-consuming to get under control.

Customer Response Time

In addition to risk management within the contact center, real-time data can help avoid potential crises outside outside the contact center. Some markets, such as health and safety, need to be particularly sensitive about their client response time. When seconds count during a medical emergency, any delay can turn a serious client issue into a critical one. Here, it’s also important that these calls are communicated with complete visibility to all users in the contact center so that the resources best equipped to handle the call can take charge.

Operational Costs

Your highest operational cost is labor, which typically represents 75% of a contact center’s budget. Accurate, real-time data means that you can utilize resources more effectively, going a long way to reducing those costs.

For example, when scheduling shifts, managers may use floater agents who are available to temporarily jump in to any queue where more agents are needed. Through analysis of historical activity relative to available staff, managers can more accurately predict the actual staffing needs, reducing the number of floater agents used as a safeguard. As well as reducing operational costs, you may see improved customer satisfaction because callers are being served by agents with specific skills rather than a floater agent with more generalized knowledge.

In today’s dynamic environment, it’s important for everyone in the contact center to have a view of activity in true real-time. Risk management, client response times, and operational costs all play a role in your customer service levels. The ability of all users in your contact center to respond in real-time is an effective way to keep those levels as high as possible.

See you next month.

Tags: abandon rates, agent activity, call analysis, call volume, communication channels, conference, customer satisfaction, forecasting, healthcare, labor costs, operating costs, Real-Time, real-time data, risk management.

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