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TASKE Technology's Call Center Blog

Posts Tagged ‘call metrics’

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

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

Use ASF to Assess the Service Level Provided by Queues

Last month, we looked at why the telephone service factor (TSF) is one critical measure of the level of service your agents offer. The efficiency of agents in connecting with your callers has a significant effect on customer satisfaction. Another important measure of service level is the answer service factor (ASF), which helps you assess the service level provided by queues. Read more of Use ASF to Assess the Service Level Provided by Queues

Tags: abandon rates, ASF, business objectives, call metrics, customer satisfaction, interflow, service levels, short abandons, statistics, TSF

What To Do When Performance Metrics Plateau?

On a short-term basis, your contact center can experience fluctuations in overall performance. You may be able to predict these fluctuations, such as higher call volumes resulting from new marketing programs or product discounts. Although these types of fluctuations are expected to occur, you generally want overall performance to improve over time. Read more of What To Do When Performance Metrics Plateau?

Tags: abandon rates, agent productivity, call metrics, call volume, customer loyalty, customer satisfaction, customers, incentives, KPI, metrics, motivation, service levels, Training, trends

Using Historical Data to Predict Staffing Requirements

Last month, we talked about the value of a predictive approach to forecasting call volumes and staffing requirements based on past activity. Using historical data to identify meaningful call patterns helps you make accurate assumptions about upcoming demands on the call center.

Let’s take a closer look at some considerations for using historical data to schedule resources appropriately in the future. Read more of Using Historical Data to Predict Staffing Requirements

Tags: abandon rates, agent activity, call metrics, call volume, customers, forecasting, statistics, trends