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TASKE Technology's Call Center Blog

Posts Tagged ‘KPI’

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

Four Features to Look for in a Contact Center Reporting Solution

Last month, we looked at three ways that you can use historical reports to complement the real-time data that you monitor on a day-to-day basis. Historical reports can give you insights for predicting future activity, which in turn, helps you anticipate the resources you’ll need and adapt your processes for changing trends.

The value you’ll get from historical reports depends on the accuracy of the underlying data and the tools you use to produce them. Our whitepaper Get More Value from Contact Center Performance Metrics discusses findings by Richard Snow, VP and Research Director, Ventana Research, that “the most disturbing insight….is the percentage of companies that still rely on spreadsheets to produce their contact center and customer reports and analysis. Just under two-thirds (62%) of the respondents indicated they use spreadsheets as their primary tool, and 90 percent said they use spreadsheets on very regular basis.”

Read more of Four Features to Look for in a Contact Center Reporting Solution

Tags: agent activity, budgets, forecasting, KPI, reports, service levels, software, statistics

Three Ways to Improve Contact Center Service Levels with Historical Reports

Every minute of every day in our contact centers we monitor activity. Is the number of abandon calls increasing? Are agents spending too much time on individual calls? Are queues staffed appropriately for current call volumes? These are just a few of the questions we need to ask to stay on top of real-time activity—and take corrective action when necessary—if we want to meet or exceed expected service levels.

To complement real-time monitoring on a day-to-day basis, you may want to consider using historical reports. These reports provide information about past activity over various periods of time, giving you insights into evolving patterns. These insights are invaluable for identifying trends in activity that may turn into service degradation issues, giving you time to make the necessary adjustments to head them off.

Read more of Three Ways to Improve Contact Center Service Levels with Historical Reports

Tags: abandon rates, agent activity, agent productivity, business objectives, call handle time, call volume, customer satisfaction, customers, forecasting, historical data, KPI, metrics, real-time data, real-time monitoring, reports, scheduling, service levels, statistics, trends, 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

Tips for Engaging Contact Center Staff in Key Metrics

Over the summer, we talked about the importance of defining key metrics such that they help your contact center contribute to the success of your business.  We hope that the information has helped you to set achievable metrics based on sound analysis of the factors that are critical to business objectives. Now, let’s look at one of the biggest barriers to meeting those objectives: lack of motivation among your employees to provide the service levels necessary to meet the targets.

We all hope that our employees find meaning in their work. Interest and engagement are great ways to keep employees invested in their jobs, which in turn, leads to lower turnover and higher ROI for your business. In many cases, however, the nature of contact center employment means that staff works regularly in highly frustrating or stressful customer interactions. Depending on the type and size of a contact center, many agents may be simply working for a paycheque, with plans to move on to other careers or opportunities. More often than not, reducing employee turnover is a fulltime endeavor, let alone finding employees who are interested in contributing to higher-level business objectives.

Here are some suggestions that may help you increase buy-in from your contact center staff on key metrics. Read more of Tips for Engaging Contact Center Staff in Key Metrics

Tags: agent activity, agent productivity, business objectives, incentives, KPI, metrics, motivation, service levels, statistics