Call Design

SEPTEMBER 21, 2021

Gamification changes the game in the agent training space. While gamification is designed primarily to improve the engagement of agents, its effects upon customer service quality have already been illustrated. A recent study has shown that companies enjoy a 700% conversion rate when using gamification within their workplace.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

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. contactcenter #2020trends Click To Tweet.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

SEPTEMBER 12, 2023

Harnessing Predictive Analytics for Enhanced CX Utilizing predictive analytics enables you to gain accurate insights about what your customers need and expect from your institution. Real-time Insights from Balto Reports Balto’s real-time insights and reports have eliminated the guesswork out of customer experience.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52