Airlines, Gamification and Service level - Customer Contact Central

17 Surprising Stats About Call Centers

Fonolo

JANUARY 29, 2019

Gamification is the future of employee engagement and attrition for the call center. The 80/20 service level metric used by call centers does not, in fact, fit for most call centers. The longest customer service call on record is held by Zappos employee Steven Weinstein with a call lasting 10 hours and 43 minutes.

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Call Center Airlines Contact Center Self service

This is our 1000th Post! A Look Back at Our Greatest Hits

Fonolo

FEBRUARY 19, 2019

Some highlights: Contact Centers Focusing Less on 80/20 Service Level. Customer Service Lexicon. The migration of call centers from on-premise equipment to cloud services has been one of the mega-trends of the past decade. The Top On-Hold Offenders in the Airline Industry. 4 Pitfalls When Measuring Occupancy Rate.

Call Center

Call Center Contact Center Agent burnout Gamification

Customer Contact Central

17 Surprising Stats About Call Centers

This is our 1000th Post! A Look Back at Our Greatest Hits

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