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TASKE Technology's Call Center Blog

Posts Tagged ‘call tracking’

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.

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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

Concerns for Contact Centers in Healthcare

Last month, we went to New Orleans, Louisiana to attend the Healthcare Information Management Systems Society (HIMSS) annual conference and exhibit. HIMSS is a nonprofit organization that promotes the best use of information technology and management systems in the healthcare industry.

After sharing ideas at the conference, we thought that this month, we’d talk about concerns for contact centers operating in the healthcare industry. Many of these concerns are based on the anticipated effects of the aging baby boom generation, so even if you’re not in the healthcare industry, you may find some of this information relevant to your areas of service. Read more of Concerns for Contact Centers in Healthcare

Tags: business objectives, call tracking, call volume, client services, communication channels, customer satisfaction, healthcare, technology, Training

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