Now that you're up and running, you will need to monitor your call center against the goals you want to measure (see Best practices to plan for Talk). The tips and in this article will give you some pointers to the tools and resources you can use to track your progress.
This article contains the following topics:
Monitoring and interacting with calls
The Live calls dashboard (Talk Professional and Enterprise plans) gives you, your agents, and your customers a number of advantages including:
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Managers can listen in on calls to coach and train agents, ensure compliance and identify customer & agent pain points. Managers should ensure their Talk status is Offline to avoid receiving calls while they are participating in an agent call.
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Agents can get help from managers, receive in-the-moment feedback and get recognition for positive performance
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Customers receive consistent, high-quality support and can escalate without calling back or getting transferred
This results in:
- A decrease in agent ramp-up time
- Adherence to quality assurance requirements
- Improvements to first call resolution and decrease callbacks
- Delivery of higher quality, more consistent customer experiences
For more information, see Monitoring calls with the Live calls dashboard.
Measuring your progress
If you've configured CSAT (see Using CSAT), you'll get an immediate indication of how happy customers are with the resolution you provided. The Zendesk blog contains lots of information to help you achieve better CSAT.
If you are trying to measure changes in your organizations operational efficiency, first think about the question? Are you trying to answer calls faster? Work with less agents? Or something else?
Once you understand the kind of metrics you want to measure, read some of the following articles to see how you can use Support and Explore to report the information you need.
- Monitoring calls with the Live calls dashboard
- Analyzing call activity with the Talk dashboard
- Metrics and attributes for Zendesk Talk
- Analyzing your Talk activity
If you continuously monitor your progress, you'll be able to spot areas in which you can improve, or areas in which you are performing well.
Next steps
This article is one of a series that give you best practices for using Talk. Click the links below to visit the other articles:
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Best practices for Zendesk Talk
- Best practices to plan for Talk
- Best practices for rolling out Talk
- Best practices for monitoring and maintaining Talk (this article)
In this set of articles. you've covered some of the basics of how make your call center successful. There is of course much more you can do with Talk. Take a look at Zendesk Talk resources for information about all of the product's capabilities.