Extend your reporting and make executive decision making easier.
Every call center is unique, and so is every customer. With this in mind, TASKE Agent Assist gives your call center alternative ways to assess performance and customer satisfaction. Building on TASKE Contact's impressive 150+ standard reports, Agent Assist broadens your view of your call center, giving you deeper insights into agents and their activities, and your callers' behaviors, reasons for contacting you and their preferences.
Agent Assist is an add-on to TASKE Desktop which pops a dialog whenever an agent answers an incoming call. They then use a series of inputs to easily identify a customer and the nature of their call. Reliable information about the nature of incoming calls offers managers a unique opportunity to quickly pinpoint problem areas of the business, and respond accordingly.
This method avoids the traditional keypad method of 'account code' entry which is prone to error.
The dialog your agent uses for entry is completely customizable. You may choose up to 10 levels of information to collect. The levels can be inter-dependent or independent, and can be configured to stop when a certain series of selections have been made. Free form comments fields are available in addition to select lists and text fields.
Different codes can be assigned to different call paths. For example, different codes can be used for calls in the Sales queue than those that enter the Support queue.
Selected users can be granted access to the reporting area of the add-on where they can run reports such as
All reports can be exported and shared with company executives and stakeholders.
The Agent Assist module is only available as an add-on to Desktop.
Not all features described are available for all telephone systems. For more information, please fill out the Request for Information form.