LYCOS RETRIEVER 
Call Center: Agents
built 132 days ago
The "objective" data traditionally available to contact center reporting packages—call length, number of calls, call outcomes etc.—just can’t cut deep enough to give a clear picture of the true performance of your agents. Your agents are the center of your universe and objective data such as ACD statistics alone miss all the most important elements of a successful coaching and agent optimization program. Average call length tells you nothing about customer satisfaction—your slowest agents might be among your best if they are taking advantage of up-sell opportunities or handling the toughest customers. This kind of critical knowledge, this Business Intelligence, can only be gained through the kind of subjective data produced by CenterPlus™, With CenterPlus™, reviewers are able to analyze calls and score them in categories important to you organization. Are agents sticking to the script? Do they have the ability to deal with a customer’s questions?
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TASKE Contact provides a suite of easy-to-use management tools that enable a contact center supervisor to manage their agents, set and meet service levels and provide vital management information on call activity. TASKE Contact is a robust management application that's easy to use and includes ACD Monitor with Replay feature, Reports, WallSign, myTASKE and Traffic Analyzer. TASKE Contact has several add-on modules to further enhance the application and includes Contact Desktop Sign, TASKE Enterprise Client and TASKE Work Force Management Interface.
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The call is routed to the appropriate group of agents, according to the call routing preferences set by the call center team. If the agents are busy, the caller will have to wait in a queue until an agent is free. If the agents are not available and the waiting time is more than the allowed waiting time, the caller is told to retry later because of congestion of calls.
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Your call center agents’ tools of the trade are their telephone and computer. These critical communication tools are used constantly; yet in most businesses they are seldom integrated. Instead, users go back and forth for information and communication while reducing the level of customer service provided to callers.
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TeleDirect International is a leading provider of call center automation solutions. The Liberation 6000 maximizes agent effectiveness for inbound, outbound, blended and unattended agent campaigns, providing optimum productivity levels in contact centers.
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A call centre can be seen from an operational point of view as a queueing network. The simplest call centre, consisting of a single type of customers and statistically-identical servers, can be viewed as a single-queue. Queueing theory is a branch of mathematics in which models of such queueing systems have been developed. These models, in turn, are used to support work force planning and management, for example by helping answer the following common staffing-question: given a service-level, as determined by management, what is the least number of telephone agents that is required to achieve it. (Prevalent examples of service levels are: at least 80% of the callers are answered within 20 seconds; or, no more than 3% of the customers hang-up due to impatience, before being served.)
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