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Optimizing Contact Center Operations for a Southern State's Capital City Services

This city, a vibrant and bustling metropolis, is home to a diverse population and a wide array of services and resources. To effectively serve its residents and visitors, the city operates a state-of-the-art contact center using Amazon Connect as its primary platform. With a commitment to providing top-notch customer service and improving operational efficiency, the City implemented TASKE Contact for real-time and historical reporting within its contact center. This review explores how TASKE Contact has transformed their contact center operations.

Industry

Public Sector - Government

Platform

Amazon Connect

Features Highlighted

TASKE Contact, Real-Time, Reports

The Challenges

This populated southern state capital city faced several challenges in their contact center operations before implementing TASKE Contact:

Limited Visibility

The contact center lacked real-time visibility into agent performance and call center metrics, making it difficult to make informed decisions promptly.

Long term tracking of key metrics

Determine high/low volume time periods of contacts to the center. Be able to schedule resources accordingly.

Performance Tracking

Tracking historical data and call recordings for quality assurance and compliance purposes was cumbersome, resulting in potential information gaps.

The Solution

To address these challenges, this city partnered with TASKE Technology to implement TASKE Contact, a comprehensive real-time and historical reporting solution designed to enhance the performance and efficiency of Amazon Connect-based contact centers.

Key Features of the Solution

Real-time Monitoring: TASKE Contact provides real-time dashboards that display key performance indicators (KPIs) such as call volume, agent availability, and service levels. Supervisors can monitor call queues and agent activity in real-time, allowing for immediate intervention when necessary.

Historical Reporting: TASKE Contact archives call data, recordings, and agent performance metrics for historical analysis. Supervisors and managers can generate reports to identify trends, areas for improvement, and compliance issues.

Customizable Dashboards: TASKE Contact offers customizable dashboards tailored to their specific needs. This flexibility enables supervisors to focus on the metrics most important to their contact center's performance.

Agent Performance Insights: TASKE Contact provides detailed insights into agent performance, allowing supervisors to track individual productivity, identify training needs, and recognize top performers.

Automated Scheduling: The solution includes automated scheduling features that optimize resource allocation, ensuring that the right number of agents is available at the right times to meet service level goals.


Results

The implementation of TASKE Contact yielded significant improvements in the contact center operations:

Enhanced Visibility: Real-time dashboards have improved visibility into contact center operations, enabling supervisors to make data-driven decisions and respond promptly to changing conditions.

Resource Optimization: Automated scheduling has led to more efficient resource allocation, reducing staffing costs and ensuring consistent service quality.

Quality Assurance: Historical reporting and call recording capabilities have facilitated quality assurance efforts, allowing the city to maintain high standards of customer service and compliance.

Agent Empowerment: Agents now have access to their own performance metrics, promoting self-improvement and motivation. This tracking + information is determined by contact center management and provided to agents through reviews and historical reporting metrics.

Improved Customer Experience: With better insight into customer interactions, this City can proactively address issues, resulting in improved customer satisfaction.

TASKE is so responsive to all of their requests and questions, usually within an hour.
The roll-out went well - "Resulted in the least amount of headaches" compared to other IT projects.

Conclusion

This major location's adoption of TASKE Contact for real-time and historical reporting has significantly improved the efficiency and effectiveness of their contact center operations. By leveraging the power of TASKE Contact alongside Amazon Connect, the city has enhanced its ability to serve its residents and visitors, providing a seamless and efficient customer service experience. This case study demonstrates how TASKE Contact can be a valuable addition to contact center solutions, particularly in the public sector.

This document is provided to you for informational purposes only. The information is believed by TASKE Technology to be accurate as of the date of its publication, and is subject to change without notice. TASKE Technology assumes no responsibility for any errors or omissions in this document and shall have no obligation to you as a result of having made this document available to you or based upon the information it contains. Not all telephone systems support the full functionality of TASKE Call Management Solutions. Contact TASKE Technology Inc. for more information.