TASKE Technology's Call Center Blog

Posts Tagged ‘communication channels’

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

Use Communication Tools to Provide Value in the Contact Center

Most organizations recognize the importance of communicating appropriate information in a timely manner across the contact center. Traditionally, organizations used some form of large, central display to broadcast current activity in the contact center, along with other information such as company announcements. While many contact centers continue to use wallboards and other types of centralized displays, many applications are also available as desktop software, allowing supervisors and agents to customize the information they monitor on an individual level.

With more options for conveying information in the contact center, it’s easy to reduce the effectiveness or timeliness of communications. These displays are intended to provide value to supervisors and agents, not distract them or waste their time.

Let’s look at a few considerations for ensuring effective communications in your contact center.

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Tags: agent activity, best practices, communication channels, real-time monitoring, resource monitoring, service levels, statistics, Wallboards

Complement Phone Support with Related Services

Today’s consumers expect similar services from an organization to be available from a variety of streams. For the retail sector, Wikipedia defines the term omni-channel as “concentrated more on a seamless approach [than multi-channel retailing] to the consumer experience through all available shopping channels, i.e. mobile internet devices, computers, bricks-and-mortar, television, catalog and so on.”

This multi-channel concept also applies to the support that your contact center provides. Offering customers more than one channel to find the information they need or to resolve an issue lets them choose their preferred channel, which in turn, increases customer satisfaction. Unfortunately, “The Autonomous Customer 2013” whitepaper from Avaya and BT reports that  “Only 17% [of consumers] say organisations make it easy to switch between different channels”.

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Tags: budgets, communication channels, customer satisfaction, self-service, service levels, services

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

The Value of True Real-Time Data to Your Customer Service Levels

We’ve just returned from Cisco Live in London, UK. This event was a great opportunity to hear about cutting-edge insights from experts who will set the agenda for the future of technology and business.  Many attendees were interested to find out that TASKE is the only vendor with a product suite for CISCO that provides data to users in less than a second, making it a true real-time solution. As well, the data is available to all users in the contact center, not just supervisors. Read more of The Value of True Real-Time Data to Your Customer Service Levels

Tags: abandon rates, agent activity, call analysis, call volume, communication channels, conference, customer satisfaction, forecasting, healthcare, labor costs, operating costs, Real-Time, real-time data, risk management