TASKE Technology's Call Center Blog

Category: Telephone Systems

This category includes subjects related to the telephone systems that provide data for call monitoring, reporting, and analysis.

Agent Mentoring for Professional Growth

Last month, we talked about how to increase the visibility of your contact center across the organization as a whole. Essentially, this goal involves educating people who are external to your contact center about its day-to-day activities and how it contributes to the success of the organization. In the article “Mentoring and e-Learning: Six Simple Rules for Education”, Paxia Dwyer notes that “As in many other industries, the contact center provides the opportunity for education in two main ways – through informal mentoring and through more formalized training and e-learning. Through the combination of these methods, team members can gain valuable skills and insights to better perform for the center and for their own professional growth.” The article provides several tips for maximizing the benefits of combining formal and informal approaches to learning in the contact center. Read more of Agent Mentoring for Professional Growth

Tags: agent activity, agent productivity, best practices, business objectives, call volume, communication channels, conference, customer satisfaction, scheduling, Training

Enhance your Contact Center Offerings with Self-Service

In last month’s blog, we talked about how to motivate agents by creating an environment where they can focus on higher-value work. One great way to do this is to provide your customers with more self-service options. As well as offloading tedious work for your agents, self-service options can improve customer satisfaction and contact center operations, which in turn, supports your organization’s contribution to higher-level business objectives. Read more of Enhance your Contact Center Offerings with Self-Service

Tags: agent productivity, business objectives, call volume, customer satisfaction, economy, motivation, operating costs, self-service

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

How Workforce Management Software Supports Key Metrics for Business Objectives

Over the last few months, we’ve looked at the relationship between key metrics and higher-level business objectives. Choosing these metrics and determining appropriate target values is critical for ensuring that the contact center contributes to the success of your business in a quantifiable way.

Now, let’s take a look at a few processes underlying many common key metrics: agent scheduling and adherence. Staffing is probably the most significant, ongoing expense of running your contact center. To remain cost-effective while meeting expected service levels, effective scheduling means making sure that the right number of agents with the right level of knowledge are available to meet expected call volumes. Yet, no matter how effective or streamlined your schedules are, they are of little value if agents don’t follow them. Read more of How Workforce Management Software Supports Key Metrics for Business Objectives

Tags: adherence, agent productivity, call metrics, KPI, metrics, scheduling, statistics, workforce management