In any contact centre environment it is essential that you have the ability to manage your Agents in real time, TASKE ACD Visualizing Solutions provide complete visibility of your contact centre.

Monitor your ACD queue’s and the activity and status of your Agents in real time with a dynamic display, you will be able to maximize your resources by making sure that you have the correct number of Agents logged in and taking calls.

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By having such a detailed insight into the real time activity of your contact centre, you can make more informed decisions and ultimately improve your customers experience dealing with your business.

TASKE offers two call management solutions offering a range of features:

TASKE Call Management Solutions provide complete visibility of your contact centre environment.

Whether you have a small or large business, be sure you are providing a first class experience to your customers by managing and monitoring your contact centre activity in real-time; showing you exactly what is happening and why.

By having such a detailed insight into the real time activity of your contact centre, you can make more informed decisions and ultimately improve your customers experience dealing with your business.

TASKE offers two call management solutions offering a range of features:

TASKE Contact Real-Time screens Review Replay Call Visualiser DisplayCentral Reporting

TASKE Reporter Call Visualiser Reporting

Features Overview

Real-Time Screens

• Traditional reporting for example callers waiting and longest queuing time
• Information is pushed to the agent’s desktop allowing everyone to view activity in real-time
• Ensure consistent levels of service are being provided

Review

• Provides deeper analysis of Real-Time
• Shows what is happening and why
• Micromanage resources on a day to day basis
• Ensure all resources are being used
• Exception reporting including any agents who may be avoiding calls

Replay

• Allows interrogation of historical data
• Set triggers for instances or unacceptable customer service
• See if resources were effectively used
• Vital information for training and continuous improvement

Call Visualiser

• ‘Cradle-to-Grave’ analysis
• Shows how a call was handled from a customer’s point of view
• Information includes how long they had to wait, how many announcements they heard etc.
• Identifies patterns of bad customer experience
• Matches experience to expectation

DisplayCentral

• Display Real-Time contact centre statistics and content from external applications
• Design your own layout, choose what you want to see
• Easily change views for different audiences
• Integrate external data to display key business metrics

Reporting

• 150 powerful templates. Allowing thorough analysis of contact centre’s performance
• Reports can be scheduled for automatic delivery to key decision makers
• Provides details of abandoned calls

To find out more about Toshiba’s cost effective contact centre management solutions and how then can enhance your business no matter how big or small you are; please call 0800 634 8889 or fill in the enquiry form below.