OctopusTech

MARCH 1, 2023

Engage agents The saying “happy agents make happy customers” may be overused, but that doesn’t mean it’s not 100% true. Engaged employees feel an emotional commitment toward their employers and are more vested in helping their employers succeed. 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

Nobody escaped the long lines and endless waiting times. Understanding these trends will help strengthen your contact center game and give you “hero status” with customers and employees. Storyline: Gamification. Why Gamification Matters. Keeping employees motivated is a challenge in every industry.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Fonolo

DECEMBER 13, 2022

Conduct agent and customer surveys to find out exactly what’s holding your call center back from performing its very best. You might hear feedback about things like long wait times, poor scheduling practices or workforce management problems. Offering agent engagement surveys and incentives for completing them. .

Call Center 135

Call Center Average Handle Time Interactive Voice Response Abandon rate 135