This site uses cookies to improve your experience. By viewing our content, you are accepting the use of cookies. To help us insure we adhere to various privacy regulations, please select your country/region of residence. If you do not select a country we will assume you are from the United States. View our privacy policy and terms of use.

Remove 2016 Remove First call resolution Remove Gamification Related Topics
call center professionals Schedule adherence Call center experience Abandon Call Call Logging Average Handle Time virtual call center Service level Wait times Abandon rate More Related Topics >
article thumbnail

Contact Center Trends 2021: The CX Watershed

Fonolo

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 2016.

Contact Center 176
Contact Center Gamification Call Center Average Handle Time 176
article thumbnail

Top Metrics that Measure Inbound Call Center Performance

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. A 2016 survey by Call Center Helper shared that 62.7% of call center professionals view Service Level as the most essential KPI.

Metrics 78
Metrics Call Center Schedule adherence Abandon Call 78
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

 

Stay Connected

Join 52,000+ Insiders by signing up for our newsletter

About
Webinars
Awards
About
Editions
Webinars
Awards
Editions
Topics
LinkedIn Twitter
Powered by Aggregage | Terms and Conditions | Your California Rights and Privacy Policy
© Aggregage 2024