CSM Magazine

JUNE 27, 2023

With Zenarate’s AI Coach, newly hired and tenured agents in training role-play with their personal unbiased AI Coach, from home or office, using their own natural language without any scripting. 33% higher average CSAT (customer satisfaction) scores from agents delivering soft skills, best practices, and first-call resolution.

Coaching 59

Coaching Telecommunications Healthcare First call resolution 59

Hodusoft

JUNE 7, 2024

Call Center Management: Challenges, Strategies, Tips, and Best Practices In today’s time, setting up a call or contact center is extremely easy. Why do businesses need call center management? Call center management is a process using which businesses manage the daily operations of their call centers.

Best practices 52

Best practices Call Center Omni-channel support Management 52

Call Design

SEPTEMBER 21, 2021

Contact centres represent the voice of many organisations, existing as the first point of contact for customers engaging with your organisation. Metrics include: • First call resolution. Gamification has been gaining traction since 2010, with its positive effects on the industry becoming more apparent.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78