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Leverage Gamification to Level Up Customer Support

Noble Systems

Implement gamification. Abandon Rate. When this happens, a customer is more likely to abandon the call before they speak with a contact center agent. Abandon rate refers to the percentage of calls made into the customer support center where the customer hangs up before they ever talk to an agent.

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Leverage Gamification to Level Up Call Center Service and Support

Noble Systems

Implement gamification. Abandon Rate. When this happens, a customer is more likely to abandon the call before they speak with a contact center agent. Abandon rate refers to the percentage of calls made into the customer support center where the customer hangs up before they ever talk to an agent.

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ROBUST KNOWLEDGE MANAGEMENT SYSTEMS CAN CUT COSTS

CCNG

This causes longer average speed of answer and higher abandonment rates. The already frustrated customer is now stuck in a queue with a long wait; that’s because staffing levels are down because contact centers don’t have enough customer-facing workers. All this costs more money. It’s a vicious cycle.

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4 Easy Ways to Make Call Center Training More Fun

Fonolo

That means making training more interactive and potentially using gamification tactics in your program. Or, you might share a few metrics like FCR or abandon rate before and after your team uses Fonolo’s Voice Call-Backs ! Balancing education and engagement is essential if you want your training to sink in.

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8 Tips to Reduce Contact Center Costs

Fonolo

After hundreds or thousands of interactions on the phone line, customer service agents can experience emotional drainage or high levels of stress, which can lead to high turnover rates. Providing psychological support for your team is not only healthy for them and your attrition rates , it’s healthier for your budget.

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Upgrade Your Call Center with These 7 Cost-Effective Methods

Fonolo

The business case for call-backs is clear: they smooth out call spikes, improve the customer experience, lower your telco costs, and reduce abandonment rates. By offering call-backs , customers are empowered to save their place in the phone queue, hang up, and receive a call-back when the next available agent is free.

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Contact Center Trends 2021: The CX Watershed

Fonolo

Storyline: Gamification. Tip: If your contact center cares about the customer experience, wants to reduce abandon rates, and decrease telco costs, then a cloud call-back solution is a must-have solution for 2017. Why Gamification Matters. In this video, experts discuss if gamification will grow in the next year.