Analytics Average Handle Time Gamification Metrics 
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.
Callminer
JULY 16, 2018
Global Workplace Analytics recently reported that businesses would save an average of $11,000 per remote employee if they worked from home at least half of the time. The metrics used to measure an at-home agent’s performance will probably be different since they may work flexible hours or handle a specific type of incoming call.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
NobelBiz
FEBRUARY 27, 2024
Chatbots : AI-powered chatbots handle routine queries, providing quick and accurate responses. Performance Metrics and KPIs: Monitoring call center performance is essential. Metrics include First Call Resolution , Customer Satisfaction Score , and Call Handling Time 1.
Callminer
APRIL 24, 2020
Quality monitoring software , such as speech analytics , automatically monitor and score 100% of calls, helping managers deliver objective feedback and improve agent performance. Focus on the Metrics that Matter Most. However, you should be careful not to measure too much so you don’t end up drowning in metrics and data.
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. It is an exciting time for the contact center, and we look forward to seeing how these trends develop in 2020.
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. The percentage of client complaints handled or resolved by your agents at the first point of contact.
Fonolo
DECEMBER 6, 2022
As leaders and managers, you need to get down and dirty with metrics, KPIs, and agent performance to run a successful contact center. If social media is in the mix, it’s time to add that to your strategy. . #3 3 Establish Call Center Metrics and Improve KPIs . Use incentives and gamification .
Expert insights. Personalized for you.
78 
Let's personalize your content