TASKE Technology's Call Center Blog

Posts Tagged ‘agent’

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

Take the Guesswork Out of Staff Forecasting

We’ve just come through two periods that may have put some pressure on you to closely monitor call volume: the holiday sales period starting on Black Friday and the post-holiday returns and discounts period. We tend to refer to periods such as these as “peak” periods—those where call volumes increase over normal levels for an extended period of time. Depending on the nature of your business, you may have other peaks during the year as seasonal demand for products and services.

Staffing for peak periods can be stressful because accurate staffing goes a long way toward balancing excellent customer service and cost-effective operations.  You want the right staff on hand to handle calls in a timely manner while keeping staff-related costs within budget. Read more of Take the Guesswork Out of Staff Forecasting

Tags: adherence, agent, call volume, forecasting, scheduling, service levels, trends, workforce management