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TASKE Technology's Call Center Blog

Posts Tagged ‘real-time data’

High Customer Satisfaction from Increased Visibility

Customer satisfaction directly affects the success of your business. To make sure that customer satisfaction remains high, it’s important that you have visibility into interactions between your agents and your customers. Ideally, this visibility is multi-faceted to eliminate the bias to your perception that any individual view could introduce.

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Tags: agent activity, agent productivity, call analysis, call flow, call lifecycle, Call Recording, customer satisfaction, Real-Time, real-time data, real-time monitoring, reports, trends, visibility, Visualizer

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

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.

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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

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

Mitigating the Effects of Staffing Cuts on Your Contact Center

In last month’s blog, we talked about the effects of staffing cuts on your contact center. Both lower customer satisfaction and increased staff turnover have consequences that affect the profitability of the business. You may be able to avoid cuts if you can show that the resulting costs may be more than any gains through salary reductions.

However, if you’re faced with a situation where your staff has been reduced, there are some things you can do to help mitigate the effects on customer and employee satisfaction. Let’s look a few of these. Read more of Mitigating the Effects of Staffing Cuts on Your Contact Center

Tags: agent activity, agent productivity, budgets, call volume, customer satisfaction, customers, operating costs, real-time data, self-service