These discussions determined the data that would be of value in reports and the presentation that would make data easy to use.
A dedicated TASKE trainer met with each manager to discuss in detail operations of the call center, as well as the manager’s reporting preferences.
With the move to Cisco, Oticon worked jointly with TASKE to develop a custom reporting solution with two objectives: reports had to meet the individual requirements of each call center manager and report values had to roll up such that senior management could compare key metrics across all call centers. Solution TASKE Provides Report Set that Meets Requirements Across Functional Areas Because of the diversity of information requirements in each functional area, the effort necessary to respond to these requests diverted the IT department from its core responsibilities. In particular, managers found it difficult to compare data across functional areas and to provide summary statistics to senior management. The department had found itself frequently handling requests from call center managers for custom data about call center operations. Several years ago, the company moved its telephone system to the Cisco UCCX platform, creating a unique opportunity to meet a business challenge faced by Oticon’s IT department. Situation Call Center Managers Turn to IT for Data Analysis Depending on the reasons for the calls, Customer Service representatives may route the calls to any of a number of functional areas, including Inside Sales, Audiology, Counseling and Fitting, Technical Support, Business Support, Finance, and so on.
On average, Oticon’s Customer Service team receives thousands of calls per day. Oticon designs, develops and manufactures leading-edge hearing devices for adults and children, infant through teens, and produces a variety of personal assistive listening devices for use in the home and school.Ī valued TASKE customer, Oticon uses TASKE products to collect data from five call centers in the United States, in addition to those operating worldwide as part of its parent company, William Demant Holding. is well-positioned to handle increased demand for the company’s advanced technology hearing solutions. As one of the leading providers of hearing care solutions, Oticon, Inc. With an aging US population led by a huge contingent of Baby Boomers, the need for hearing amplification is expected to grow significantly in the next decade. The World Health Organization estimates that approximately 278 million people worldwide suffer from mild to moderate hearing loss.
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For more information, call 1-80 or visit View PDF TASKE Custom Reports Empower Oticon Call Center Managers The mission for the area agency on aging is to provide opportunities to create positive aging experiences. Marshall is one of 21 locations served by Care Connection for Aging Services in 13 West Central Missouri counties: Bates, Benton, Carroll, Cedar, Chariton, Henry, Hickory, Johnson, Lafayette, Pettis, Saline, St. Sims can provide information and enrollment assistance for Medicare and Medicaid information on transportation for medical appointments in-home services family caregiver resources and Missouri Property Tax Credit rebate applications.įor more information, call the center at 66. to answer a variety of questions and offer a variety of services to older adults. In addition, Saline County Care Manager Jennifer Sims is available weekdays from 8 a.m. “Once folks start coming in, we will tailor activities and offerings according to their preferences,” Oltmer said.
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Those programs will be made available in Marshall beginning Monday.Īll the programs will be offered free to participants. Care Connection for Aging Services, which operates the center, offers dozens of fitness and education programs virtually online. Oltmer intends to offer a variety of live, video-led ConnectOnline! programs on the television set, including Tai Chi for Arthritis and EnhanceFitness. Meal service remains suspended temporarily while the center continues to search for a new head cook. The center will be open to adults 60 and older and caregivers from 8 a.m. “We hope that people can reunite with some of their friends and make new ones, as well, in the relaxed atmosphere of the center.” “We are ready to welcome folks into the center for cards, board games, socializing and other activities,” Oltmer said. The Marshall Senior Center will reopen for a variety of activities and care management beginning Monday, July 18, according to Center Coordinator Jamie Oltmer.
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