Noble Systems

OCTOBER 18, 2018

After reviewing dozens of articles, here are the KPIs relative to productivity that appear consistently across multiple sources: Quality. For example, you might specify a 90/20 service level meaning that 90% of the calls should be answered within 20 seconds. First Call Resolution (FCR). Agent Turnover Rate.

Gamification 60

Gamification Contact Center Schedule adherence Average Handle Time 60

USAN

MAY 19, 2022

Typically, it offers some type of quantitative scoring system based on anything from average call handle time to first call resolution percentage. But adopting the following workforce optimization technologies can elevate the agent’s voice and ensure an enhanced experience for all: Post-Call Surveys Reinforced by AI.

Technology 52

Technology Gamification Contact Center First call resolution 52

Fonolo

NOVEMBER 17, 2020

Storyline: Gamification. While much has changed in the last decade, one storyline will remain constant: Contact center teams will continue to face surges in call volume bravely. ContactBabel surveyed 221 contact center managers and found that 63% of the time, the telephone is still the best communication method for complaints.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

NobelBiz

APRIL 18, 2023

Are you a call center operations manager striving to enhance your team’s productivity and deliver hyper efficiency in your daily operations? In this article, we will explore proven strategies and techniques to help you unlock the full potential of your team and achieve stellar performance. Look no further!

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

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. Leverage Gamification for Soft Skills Development. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

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. Leverage Gamification for Soft Skills Development. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative.

Contact Center 48

Contact Center Gamification Analytics Average Handle Time 48

Callminer

APRIL 21, 2020

Learn more about how gamification can help boost call center agent performance by downloading our white paper, Using Gamification to Improve Contact Center Performance. My favorite call center leadership activities all have two elements in common…”.

Call Center 182

Call Center Management Scripts Coaching 182