Fonolo

OCTOBER 9, 2018

Summer may be over, but the sun is rising on a busy 2018 fall trade show season. Fonolo has many events on the horizon, but is especially excited to be a first-time exhibitor at SOCAP’s Re-Imagine Customer Care Conference , October 21-24, 2018, at the Grand America Hotel in Salt Lake City, Utah. What’s Inside: SLAs in Nutshell.

Customer Care 78

Customer Care Gamification industry standards Service level 78

Taylor Reach Group

DECEMBER 21, 2017

As we remove the plastic wrappings from our new calendars and start neatly recording upcoming events and plans, we’re inspired to make 2018 the best year ever. Supervisors and managers in your organization are having the same thoughts—they want to make 2018 the best year ever, for themselves and their people. Look Back! ?

Coaching 54

Coaching Gamification Feedback Personalization 54

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. Contact Center Trends 2018. contactcenter #2020trends Click To Tweet.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

OCTOBER 3, 2018

As we begin to look back at 2018, one thing is becoming clear: Not every contact center is created equal. For instance, gamification has become a popular way of engaging contact centers teams while also improving the bottom line. How to Set a Winning Service Level. Meeting the Industry Standard of Service Level.

Contact Center 170

Contact Center contact center workforce Gamification Call Center 170

Insite Managed Solutions

MAY 23, 2013

Gamification: Gamification promises to make the workplace more fun by applying game design elements to business processes such as customer support, and it’s quickly gaining traction. Gartner predicts that over 70% of Global 2000 companies will have incorporated some form of gamification by 2014. 2018-10-03T15:02:59+00:00.

Contact Center 40

Contact Center Technology Gamification call center workforce 40

Fonolo

FEBRUARY 19, 2019

Some highlights: Contact Centers Focusing Less on 80/20 Service Level. Customer Service Lexicon. The migration of call centers from on-premise equipment to cloud services has been one of the mega-trends of the past decade. On the Horizon: Customer Service Trends in 2019 [Report]. Migration to Cloud. OnHoldWith.

Call Center 62

Call Center Contact Center Agent burnout Gamification 62