Fonolo

DECEMBER 6, 2022

Entrepreneur and CRM expert Bobby Darnell describes business development as a “contact sport.” SLAs: Service-Level Agreements are your promise to your customers. Developing this KPI helps you surpass customer service goals and foster a smooth operation. . Use incentives and gamification . He’s right!

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

OctopusTech

MARCH 1, 2023

We’ve seen businesses improve agent engagement by making individual performance stats available on agent dashboards and by the gamification of specific agent behaviors. Some companies even use call center gamification as an incentive system for performance. This may help them with benchmarking and goal setting.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

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. Why Gamification Matters. Customer Service Goes Mobile.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Playvox

JUNE 22, 2023

Customer Satisfaction (CSAT) Perhaps the most common of CX metrics, CSAT is often in the form of a customer survey on a four- or five-point scale that indicates how satisfied a customer or group of customers is with a specific product, transaction, or interaction with a company and its service level.

Call Center 52

Call Center Metrics Schedule adherence Average Handle Time 52

OctopusTech

SEPTEMBER 29, 2022

A customer service tool also provides a knowledge base to users, handles inbound and outbound communications, come up with analytics dashboards, and integrates with various automation software. Integrated CRM. Customer relationship management (CRM) is a customer care software that performs multiple functions.

Customer Service 62

Customer Service CRM Self service Analytics 62

JustCall

MARCH 23, 2023

Auto save customer details to a CRM – All communications, whether calls, texts, or voicemails, are automatically stored in the connected CRM. Customers and clients are directed through an automated voice service tailored to the needs of individual companies. CloudTalk CloudTalk is a VoIP telephony system.

Interactive Voice Response 52

Interactive Voice Response call center solutions CRM Contact Center 52