Best practices for monitoring and maintaining voice support

What's my plan?

Suite

Team, Growth, Professional, Enterprise, or Enterprise Plus

Support with

Talk Team, Professional, or Enterprise

Now that your voice channel is up and running, you need to monitor your call center against the goals you want to measure. The tips in this article 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
• Measuring your progress
• Next steps

Monitoring and interacting with calls

The Live calls dashboard (Professional and Enterprise plans) gives you, your agents, and your customers a number of advantages including:

• 

  Managers can listen in on calls to coach and train agents, ensure compliance and identify customer & agent pain points. Managers should ensure their status is Offline to avoid receiving calls while they are participating in an agent call.

• 

  Agents can get help from managers, receive in-the-moment feedback and get recognition for positive performance

• 

  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 goal. 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 best practices series. Click the links below to visit the other articles:

• Best practices to plan for voice support
• Best practices for rolling out voice support
• Best practices for monitoring and maintaining voice support (this article)

Also see Resources for voice support.