2015 Best practices First call resolution Gamification 
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NOVEMBER 17, 2020
Storyline: Gamification. While much has changed in the last decade, one storyline will remain constant: Contact center teams will continue to face surges in call volume bravely. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. Call Center Trends 2015.
Tenfold - Contact Center Blog
JULY 9, 2018
In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. Not only is this crucial to achieving high CSAT scores , a lower ASA lowers the occurrence of abandoned calls while increasing the First Call Resolution rate.
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