Call Design

SEPTEMBER 21, 2021

Ensuring agents are trained to the highest standard and represent the company’s personality, values, and characteristics in all communication remains paramount to a successful customer service model and company success but also by investing in upskilling your staff, they feel motivated and engaged. Metrics include: • First call resolution.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). Gamification is one key way to do so.

Contact Center 55

Contact Center Gamification Management Call Center 55

NICE inContact

AUGUST 23, 2019

Gen-Z was born between 1996 and 2010, with the oldest workers of the era being 23 years of age, and prime entry-level job candidates in your contact center. In a professional setting, they prefer texting, digital messaging apps, and emailing over talking in person ( Forbes , 2017 ). Gamification is one key way to do so.

Contact Center 54

Contact Center Gamification Management Call Center 54