Fonolo
NOVEMBER 7, 2018
Feast your eyes on the infographic below (along with the accompanying Coles notes) which acts as a handy cheat-sheet for those looking to revitalize their contact and call centers with simple changes (including gamification, service levels, and call-backs), all of which will continue to shape the landscape in 2019. Gamification.
Fonolo
DECEMBER 6, 2022
Other KPIs you might examine for call center development include customer satisfaction score, abandonment rate, and peak-hour traffic. . Other agent development KPIs you might like to track include customer satisfaction score and customer retention rate. . #4 Use incentives and gamification . Agent development KPIs .
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Fonolo
NOVEMBER 17, 2020
Storyline: Gamification. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016. But the number of companies that scored ‘good’ or ‘excellent’ increased from 18% in 2016 to 38% in 2017 – the highest rating ever. Why Gamification Matters.
OctopusTech
MARCH 1, 2023
Our consumer benchmark study revealed that 87% of consumers are willing to buy more products from businesses that provide great experiences, so it’s a sound strategy. According to a Gallup study , high employee engagement leads to higher customer engagement, lower employee turnover, and 21% higher profitability.
Fonolo
JANUARY 31, 2023
Or, you might share a few metrics like FCR or abandon rate before and after your team uses Fonolo’s Voice Call-Backs! Use incentives and gamification Call center training material can get pretty dry. Add a few gamification elements and your call center will be singing. How to Buy Contact Center Software 6.
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