TASKE Technology's Call Center Blog

Posts Tagged ‘Training’

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

Re-queues: Maximize the Good and Eliminate the Bad

The systems that we use in our call centers are feature-rich to help us maximize the opportunities to keep operations efficient, particularly those that directly affect our response to customers. One of the most commonly‑used of these features is the ability to re-queue calls. Simply put, a re-queue occurs when a call is sent to an agent who can’t answer it within a few rings. Because you don’t want the customer to wait until that particular agent is available, the unanswered call is placed back in the queue to be answered—ideally—by an agent who is currently available or one who is available next. Read more of Re-queues: Maximize the Good and Eliminate the Bad

Tags: abandon rates, agent activity, agent productivity, call analysis, call volume, customer satisfaction, forecasting, real-time monitoring, reports, service levels, statistics, Training

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

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

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