Fonolo

NOVEMBER 7, 2018

Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019. Look it up.

Contact Center 182

Contact Center Gamification Abandon rate Call Center 182

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. Contact Center Trends 2019. Saving the day’ for contact center agents will be a predominant quest in 2019.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

SharpenCX

FEBRUARY 10, 2021

Customers who had breakdowns in their interactions rose 10% over 2019 according to The National Customer Rage Study. It’s time to turn to the brain of the operation: your customer service data. The only way to sustain service levels is to learn what’s really happening in your contact center. What’s more?

Contact Center 76

Contact Center Customer Service Metrics Call Center 76