TASKE Technology's Call Center Blog

Posts Tagged ‘conference’

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

Agent Mentoring for Professional Growth

Last month, we talked about how to increase the visibility of your contact center across the organization as a whole. Essentially, this goal involves educating people who are external to your contact center about its day-to-day activities and how it contributes to the success of the organization. In the article “Mentoring and e-Learning: Six Simple Rules for Education”, Paxia Dwyer notes that “As in many other industries, the contact center provides the opportunity for education in two main ways – through informal mentoring and through more formalized training and e-learning. Through the combination of these methods, team members can gain valuable skills and insights to better perform for the center and for their own professional growth.” The article provides several tips for maximizing the benefits of combining formal and informal approaches to learning in the contact center. Read more of Agent Mentoring for Professional Growth

Tags: agent activity, agent productivity, best practices, business objectives, call volume, communication channels, conference, customer satisfaction, scheduling, Training

News from the IAUG 2011

We’ve just come back from the International Avaya Users Group conference in Las Vegas. It was an exciting time to be at Ceasars Palace. With over 3000 representatives from the entire Avaya user community, the conference had the best attendance record yet.

Attendees who dropped by our booth had a great opportunity to see a demo of our products and to meet Dan Campion, who recently joined our sales team. Dan’s enthusiasm for providing the right solution to our customers comes from over 25 years experience in various strategic roles in the telecommunications industry. Dan says that “after seeing the excitement in a customer’s eyes once they saw a demo of a TASKE solution, and then after selling TASKE and hearing how much they loved the product and how it changed the way they ran their call centers, I decided I had to join the team.” Read more of News from the IAUG 2011

Tags: communication channels, conference, customers, metrics, statistics, trends, users group