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TASKE Technology's Call Center Blog

Posts Tagged ‘call investigation’

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