Call Design

SEPTEMBER 21, 2021

Textbook knowledge, learning from presentations or listening to co-workers presents limitations when training agents. 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.

Gamification 78

Gamification Schedule adherence Average Handle Time First call resolution 78

TechSee

SEPTEMBER 29, 2020

According to CEB , “Companies practicing next issue avoidance dramatically reduce the likelihood of another 3- to 5-minute phone call (with an upset customer, no less) by taking an extra 15 to 30 seconds to simply forewarn the customer.” ” Techniques to optimize time. Improve AHT with knowledge bases.

Call Center 196

Call Center Self service Gamification Contact Center 196

Outsource Consultants

APRIL 12, 2021

Here are some ideas: Leverage a knowledge base. A knowledge base is a solution that provides agents of all levels a reliable location to pose questions, get answers, and exchange valuable training resources. Training Tip: Have the trainer ask a question, and have the trainees search for answers in the knowledge base.

Management 125

Management outsourcing Average Handle Time Gamification 125

Outsource Consultants

AUGUST 3, 2020

Lower Your Average Handle Time to Increase Customer Revenue. Here are some key themes to consider to lower your average handle time (AHT): Coach — Reducing AHT can be as simple as executing a playbook.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

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. Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

OctopusTech

MARCH 1, 2023

Best Practices For Effective Inbound Calls Strategy 1. Focus on customer experience Businesses have moved beyond competing on price and product and are now trying to differentiate themselves based on the experiences they provide. Some companies even use call center gamification as an incentive system for performance.

Interactive Voice Response 62

Interactive Voice Response Call Center Gamification Schedule adherence 62

Balto

NOVEMBER 2, 2022

Let’s dive into the most helpful call center management techniques and best practices you can use to improve the customer experience and the performance of your team. To help motivate your agents, consider bonus targets and incentives based on their QA checklist performance. Balto Real-Time Coaching Reports.

Call Center 52

Call Center Management Average Handle Time Gamification 52