Fonolo

NOVEMBER 17, 2020

As the focus of contact center turns to creating value rather than reducing expenses, KPIs like customer satisfaction and service level will become increasingly favored over metrics like Average Handling Time. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Up Your Service

MARCH 5, 2016

“REI actually cares about me” stated one employee I spoke to. This points directly to the relationship between employee engagement and customer satisfaction. Organizations known for service excellence almost always have high employee engagement scores. That’s why I love working here.”

Customer Service 66

Customer Service Banking Employee engagement Call Center 66

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. This keeps your employees happy and your call center on point! The 80/20 service level metric used by call centers does not, in fact, fit for most call centers. Call center volumes have dropped by 71% since 2015.

Call Center 85

Call Center Airlines Contact Center Self service 85

Up Your Service

MARCH 5, 2016

“REI actually cares about me” stated one employee I spoke to. This points directly to the relationship between employee engagement and customer satisfaction. Organizations known for service excellence almost always have high employee engagement scores. That’s why I love working here.”

Customer Service 40

Customer Service Banking Employee engagement Call Center 40

Provide Support

JULY 5, 2016

Are your employees passionate about their jobs and committed to contribute to your company’s goals? If not, you may be facing an employee engagement gap that can have a negative effect on productivity, retention, customer service levels and customer experience. © 2003 - 2015 Provide Support LLC. Read more.

Employee engagement 47

Employee engagement Service level Customer Experience Customer Service 47

Customer Guru

JANUARY 3, 2018

With over 18 years of entrepreneurial experience, Mr. Rohit is actively involved in several core areas of Cloudnine including strategy, digital revolution, public relations, employee engagement, and development of new business models for the company. The journey has been fantastic since then.

Customer centricity 95

Customer centricity Healthcare Management Feedback 95