Fonolo

NOVEMBER 17, 2020

To achieve that within a remote or hybrid work environment, we’re going to see more contact centers reach for a cloud-based technology that drives camaraderie, increases visibility, allows supervisors to coach from anywhere, and enables agents to self-manage.” Storyline: Gamification. Call Centers Will Change in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

TechSee

JUNE 25, 2019

The field is becoming increasingly mainstream with a 2017 Tractica report predicting that biometric hardware and software revenue will grow to $15.1 Contact center decision makers understand that better tools are the key to reducing contact center training times. Gamification. billion worldwide by 2025, with a CAGR of 22.9

Technology 122

Technology Customer Service Gamification Contact Center 122

NICE inContact

MARCH 13, 2019

According to a 2017 ICMI research study , 47% of surveyed organizations listed “consolidating reports” as one of the top challenges with performance management processes. Let me tell you – for the weeks it took to get the projections again, leadership was not happy, and we were hindered in our ability to make smart decisions.

Management 54

Management Average Handle Time Gamification Contact Center 54

Tenfold - Contact Center Blog

JULY 9, 2018

According to a 2017 report from Microsoft , 97% of global consumers say customer service impacts brand loyalty and their buying decisions. 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. Average Handle Time.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78