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TASKE Technology's Call Center Blog

Category: Industry Specfic

This category includes subjects related to specific vertical markets, such as healthcare or financial services.

Concerns for Contact Centers in Healthcare

Last month, we went to New Orleans, Louisiana to attend the Healthcare Information Management Systems Society (HIMSS) annual conference and exhibit. HIMSS is a nonprofit organization that promotes the best use of information technology and management systems in the healthcare industry.

After sharing ideas at the conference, we thought that this month, we’d talk about concerns for contact centers operating in the healthcare industry. Many of these concerns are based on the anticipated effects of the aging baby boom generation, so even if you’re not in the healthcare industry, you may find some of this information relevant to your areas of service. Read more of Concerns for Contact Centers in Healthcare

Tags: business objectives, call tracking, call volume, client services, communication channels, customer satisfaction, healthcare, technology, Training

The Value of True Real-Time Data to Your Customer Service Levels

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. Read more of The Value of True Real-Time Data to Your Customer Service Levels

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

Building Success One Call at a Time

Often, when we talk about the contribution of a contact center to its business, we look at high-level factors, such as key metrics, operating costs, or resource allocation. These are important considerations when assessing your overall contribution, but let’s not lose sight of the reason your call center exists: to provide service or information via incoming or outgoing calls.

The ability of your agents to properly handle each and every call is key to building the customer relationships that your business needs to succeed. For insights into how agents are handling individual calls, many organizations use call tracking and analysis software. Following the lifecycle of a call – from connection through to disconnect – can be invaluable for issue resolution, training opportunities, and management intervention. Read more of Building Success One Call at a Time

Tags: business objectives, call analysis, call flow, call investigation, call lifecycle, call tracking, customer satisfaction, customers, service levels

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