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TASKE Technology's Call Center Blog

Category: Software

This category includes subjects related to software of interest to contact center professionals, such as call monitoring and analysis, historical reporting, and workforce management solutions.

Perpetual versus Subscription Licenses

TASKE software may be purchased either as a Subscription License or as a Perpetual License.

What is a perpetual license?

Traditionally, TASKE software is purchased using a perpetual license. This software license is paid for upfront and licensed based on the number of agents you need to monitor and TASKE features you want to use. The software is installed on a physical machine or a virtual machine. Technical support and software upgrades are available by purchasing a Total Care support plan for an annual fee. Your license never expires but you are not entitled to support or upgrades unless you purchase Total Care.

What is a subscription license?

A subscription license is a fee you pay to use the software. In TASKE’s hosted subscription model, we provide an Amazon Web Services EC2 server instance that hosts our software. Alternatively, you can host the software on your own server, physical or virtual. We then charge a fee per agent or extension monitored. The subscription fees include access to our Technical Support team and new versions of the software as they are released. The software will stop functioning when you decline to renew your subscription.

How do I decide?

Both license models have advantages and disadvantages and depend on your unique needs and available resources. There is no right or wrong answer, only what is right for your business. There is no difference in functionality between a subscription or a perpetual license or the type of support you will receive from our team.

If you still have questions, please contact our sales team to discuss the options.

Tags: license, perpetual, subscription

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

Four Reasons to Invest in a TASKE Support Plan

SupportYour decision to invest in TASKE software was based on the value you knew it would add to your call center, whether by improving agent productivity, streamlining call center operations, optimizing customer interactions, and so on. Just as you would expect to maintain any significant acquisition, we want you to consider how to protect your investment in our software. In fact, we believe this protection is so important that we include it free for the first year following your purchase.

Following the first year, you have the option of renewing your support plan. We offer different levels of support so that you can choose the right plan for you. Let’s look at a few reasons for renewing (or reinstating) your plan. Read more of Four Reasons to Invest in a TASKE Support Plan

Tags: best practices, business objectives, cost control, operating costs, security, software releases, support, technical support, Training

Three Reasons to Keep on Top of Telephone System Devices

Keeping tabs on the activity and performance of your call center, whether through real-time monitoring or historical reporting, means you can respond in a timely manner to changing conditions and identify issues that need correction early. There’s one caveat to keep in mind. All your diligence provides little value if the data you’re using is inaccurate.

Read more of Three Reasons to Keep on Top of Telephone System Devices

Tags: agent activity, agent productivity, best practices, call analysis, call flow, call lifecycle, call metrics, call tracking, call volume, database synchronization, metrics, monitor, real-time data, real-time monitoring, synchronization

Take a Fresh Look at Average Handle Time

Often, we look at particular statistics with a single focus, typically related to whether we’re meeting service levels or operating efficiently. It’s worth taking a fresh look at some of the more commonly-used statistics to see if we’re getting all the valuable insights they offer. Average Handle Time (AHT), for example, can be used to determine whether your team is meeting defined service levels and working efficiently. It can also be an important factor when forecasting call center staffing or identifying problems with the systems that support your agents.

Read more of Take a Fresh Look at Average Handle Time

Tags: agent activity, agent productivity, average call handle time, backend systems, customers, first call resolution, forecasting, handle time, service levels, statistics