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TASKE Technology's Call Center Blog

Posts Tagged ‘agent productivity’

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.

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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

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.

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