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. It is an exciting time for the contact center, and we look forward to seeing how these trends develop in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Balto

SEPTEMBER 12, 2023

The Need for Understanding Customer Desires in Customer Experience Management A predictive analytics solution collects huge amounts of data across different customer touchpoints and calculates relevant metrics from your customers’ interactions, such as handling time, agent behavior, queue length, and other relevant call center metrics and KPIs.

Customer Experience 52

Customer Experience Customer centricity Coaching Analytics 52