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. Call Centers Will Change in 2020. FCR is the Most Important Metric. Call Center Trends 2015.
CSR Inc.
JULY 17, 2016
Enterprise gamification was all hype in 2012, but the practice of using game elements to engage employees seems to be coming of age in 2015 and in 2016. Remember, agent scoring is only effective when the realistic metrics matching the Company’s objectives are chosen.
Insite Managed Solutions
MAY 23, 2013
Top 10 Technological Contact Center Trends Cloud: Cloud-based infrastructure is the fastest growing area in the call center industry, which DMG predicts will almost double between 2013 and 2015. Turning a Contact Center into a Profit Center. 2017 Key Metric Success. Related Posts. Jenine Kent.
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