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TASKE Technology's Call Center Blog

Category: Measuring Performance

This category includes subjects related to the performance of resources in the contact center, such as productivity, metrics, and statuses.

Monitoring Agent Activity

Too frequently, yet another story about poor call handling seems to be going viral on the Internet. Whether the story is humorous or an exposé of bad customer service, you certainly don’t want to see one of your agents in a starring role on YouTube.

In the article “Forget the Millennials, The Connected Consumer is Who You Should Be Chasing“, Shama Hyder talks about how the social web has empowered consumers to not only drive their own buying experiences but powerfully influence their peers. Hyder notes that simple and fast is no longer sufficient, they now demand personalized and proactive contact. While it has become important to develop strategies for managing what customers are saying about you on the Internet, ideally, you don’t want to give customers a reason to share their negative comments in the first place.

When assessing customer interactions with your contact center, the place to start is always with your agents. You hope that your company’s hiring practices have employed talented individuals who are committed to providing the best possible service. But on a day-to-day basis, how do you know what any agent is doing at any given time? Read more of Monitoring Agent Activity

Tags: agent, agent activity, agent productivity, call metrics, metrics, monitor, Real-Time

Enabling Your Modern Workforce

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

High Customer Satisfaction from Increased Visibility

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

Re-queues: Maximize the Good and Eliminate the Bad

The systems that we use in our call centers are feature-rich to help us maximize the opportunities to keep operations efficient, particularly those that directly affect our response to customers. One of the most commonly‑used of these features is the ability to re-queue calls. Simply put, a re-queue occurs when a call is sent to an agent who can’t answer it within a few rings. Because you don’t want the customer to wait until that particular agent is available, the unanswered call is placed back in the queue to be answered—ideally—by an agent who is currently available or one who is available next. Read more of Re-queues: Maximize the Good and Eliminate the Bad

Tags: abandon rates, agent activity, agent productivity, call analysis, call volume, customer satisfaction, forecasting, real-time monitoring, reports, service levels, statistics, Training

Do More Even When You Think You’ve Done Enough

In the past, we’ve talked about how it’s critical to keep your agents motivated and engaged. Customer satisfaction is directly affected by whether your agents care to handle callers and their issues efficiently and professionally. We’ve provided some tips for increasing agent engagement, such as providing higher-value work and offering incentives during peak periods, as well as making sure agents aren’t over- or under-worked. Unfortunately, one of the biggest challenges to keeping agents motivated and engaged is the nature of the call center. Dealing with frustrated customers and their issues can, understandably, take a toll on even the most conscientious agents on your team. Read more of Do More Even When You Think You’ve Done Enough

Tags: agent engagement, agent productivity, best practices, customer loyalty, customer satisfaction, incentives, turnover