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

Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). In our last blog , we explored how successful companies outperform customer expectations by leveraging video – a communications channel that customers have come to prefer. Blog #3 of 4: Customer-facing agents. Agent Analytics (28.4% Accessible NOW!

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

NobelBiz

FEBRUARY 27, 2024

Real-Time Dashboards and Post-Call Analytics: NobelBiz Call Log Analytics – Supervisor Dashboard Real-time dashboards provide a snapshot of ongoing operations, allowing managers to make informed decisions quickly. Train Your Team : Ensure that your team is well-trained on how to use these tools effectively.

Best practices 104

Best practices Call Center Interactive Voice Response First call resolution 104

NobelBiz

APRIL 18, 2023

As we will see, this can include strategies like automation, data analytics, digital transformation initiatives, and continuous improvement programs aimed at achieving measurable performance improvements beyond traditional metrics. These metrics should be data-driven, allowing you to identify areas of improvement and track progress over time.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Fonolo

MAY 17, 2017

In this blog, we’ll take a look through some essential infrastructure for the modern contact center, before taking a look at some emerging solutions that could greatly benefit your contact center. Adding skills-based routing to your ACD could radically improve first-call resolution metrics, as well as CSat and average handle time.

Contact Center 70

Contact Center Technology Interactive Voice Response Gamification 70

Fonolo

DECEMBER 6, 2022

In addition, aiming toward increasing FCR rates each year or quarter will help you free up more agent time to help more customers or pursue job shadowing and training opportunities. . AHT: Similar to FCR, average handle time (AHT) points to our call center’s productivity. Use incentives and gamification .

Contact Center 142

Contact Center Call Center call center software Abandon rate 142

Noble Systems

JANUARY 30, 2019

After researching several articles, white papers and ebooks on the topic, this blog’s intention is to bring clarity to what the experts are saying. In Part 1 of this blog we will discuss the “Human” category trends. Leverage Gamification for Soft Skills Development. Dive Deeper into Customer Intelligence with Analytics.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59