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TASKE Technology's Call Center Blog

Posts Tagged ‘operating costs’

Four Reasons to Invest in a TASKE Support Plan

SupportYour decision to invest in TASKE software was based on the value you knew it would add to your call center, whether by improving agent productivity, streamlining call center operations, optimizing customer interactions, and so on. Just as you would expect to maintain any significant acquisition, we want you to consider how to protect your investment in our software. In fact, we believe this protection is so important that we include it free for the first year following your purchase.

Following the first year, you have the option of renewing your support plan. We offer different levels of support so that you can choose the right plan for you. Let’s look at a few reasons for renewing (or reinstating) your plan. Read more of Four Reasons to Invest in a TASKE Support Plan

Tags: best practices, business objectives, cost control, operating costs, security, software releases, support, technical support, Training

Keep Agents at the “Right” Level of Busy

Last month, we talked about ways to keep agents engaged during the holiday season. When call volumes peak, it’s important that agents continue to excel at customer satisfaction to gain new customers and retain existing ones through excellent customer service.

When looking at your agents’ ability to perform well when call volumes peak, it’s also important to monitor how busy they are on an ongoing basis. If agents are too busy most of the time, you may start to have problems with agent frustration and burnout. These conditions can mean that agents no longer handle calls as well as expected. As well, your turnover rate may increase at a time when you least need it.

Read more of Keep Agents at the “Right” Level of Busy

Tags: agent activity, agent productivity, call volume, customer satisfaction, customers, forecasting, motivation, occupancy, operating costs, work time

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

Best Practice Tips for Implementing Self-Service Options

Last month, we talked about reasons to consider providing or enhancing self-service options. As well as offloading tedious work for your agents, self-service options can improve customer satisfaction and contact center operations, which in turn, supports your organization’s contribution to higher-level business objectives.

As with any new initiative, you want to make sure that your investment – time, money, or resources—is going to give you the best return possible. In terms of offering self-service options, this generally means providing the information that provides the highest value using a convenient and accessible delivery method.

Let’s look at some considerations and tips for making the most of your investment in self-service options. Read more of Best Practice Tips for Implementing Self-Service Options

Tags: abandon rates, best practices, business objectives, call volume, communication channels, customer satisfaction, customers, operating costs, self-service

Enhance your Contact Center Offerings with Self-Service

In last month’s blog, we talked about how to motivate agents by creating an environment where they can focus on higher-value work. One great way to do this is to provide your customers with more self-service options. As well as offloading tedious work for your agents, self-service options can improve customer satisfaction and contact center operations, which in turn, supports your organization’s contribution to higher-level business objectives. Read more of Enhance your Contact Center Offerings with Self-Service

Tags: agent productivity, business objectives, call volume, customer satisfaction, economy, motivation, operating costs, self-service