Best practices for monitoring and maintaining voice support


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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 &amp; 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.


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