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. Storyline: Gamification. Which Topics Are Most Important for Your Customer Service Department in 2017?

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 AI-based training tools such as gamification, visual assistance and self-monitoring, cut down on agent onboarding time and ensure agents are fully engaged from day one.

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