Spearline

DECEMBER 19, 2022

So now is a good time to think about the technologies that are going to be table stakes for 2023 and focus on the contact center trends that matter. Contact centers are increasingly embracing conversational AI to complement their human agent workforce, and we foresee this trend gaining momentum in 2023.

Contact Center 52

Contact Center Interactive Voice Response Self service Gamification 52

CSM Magazine

APRIL 26, 2024

While customers may experience a slightly longer wait time, the improved likelihood of first-contact resolution and higher satisfaction levels make it a worthwhile trade-off. Tools like gamification can help identify top-performing agents and provide targeted training and support to improve skills, knowledge, and behaviour.

CRM 52

CRM Gamification Wait times Technology 52

Fonolo

DECEMBER 13, 2022

Specific: “Agent X aims to improve their first-call resolution rate from 37% to 55%, from October 2022 to March 2023.” Time-based: October 2022 to February 2023 is a clear timeline. . Experiment with gamification. . Long wait times: Track your abandonment rate and average handle time to keep an eye on this issue. .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135