Fonolo

NOVEMBER 17, 2020

After assessing how the pandemic had changed the call center in 2020 , we decided to peek over the parapet at 2021. “If 2020 has taught us anything, it’s that people need human connection and clear communication. Contact Center Trends 2020. Read the Full Industry Report Here: Contact Center Trends 2021.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Serenova

JULY 7, 2020

6 Steps and Best Practices for Your Best Call Center Staff Training Program. It’s no longer about simply training agents to work faster with the singular goal of reducing contact resolution metrics. Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times.

Call Center 96

Call Center Scripts contact center solutions Coaching 96

Serenova

JULY 7, 2020

6 Steps and Best Practices for Your Best Call Center Staff Training Program. It’s no longer about simply training agents to work faster with the singular goal of reducing contact resolution metrics. Guiding agents through each conversation with real-time scripting helps reduce first-call-resolution times.

Call Center 52

Call Center Scripts contact center solutions Coaching 52

Fonolo

MAY 17, 2017

UPDATED: February 2020. Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. Handpicked related content for you: Top Customer Service Conferences in 2020. Gamification. What technology is used in a contact center?

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

Call Center 182

Call Center Management Scripts Coaching 182

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. Here are some of the 2019 trends that help to humanize interactions between companies and their customers.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

Noble Systems

JANUARY 30, 2019

Leverage Gamification for Soft Skills Development. Much of it has been focused on performance metrics such as average handle time, speed to answer, after call work and first call resolution. Here are some of the 2019 trends that help to humanize interactions between companies and their customers.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48