Average Handle Time Feedback Gamification Personalization 
CCNG
SEPTEMBER 27, 2023
When the customer finally gets a hold of a live person, the agent needs to calm down the frustrated customer before they can help them. Meanwhile, the time of handling that call is increasing, which impacts staffing levels, meaning more people must wait for an agent. This can add another 30 to 45 seconds to the call.
Callminer
JULY 16, 2018
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. Personalize their training. It’s important that you not only create remote agent training programs, but that you also personalize training for each specific agent.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Noble Systems
JANUARY 15, 2019
To make the process less stressful on collectors and ultimately a more pleasant experience for consumers, many institutions are using gamification in their contact centers. Defining the key performance indicators (KPIs) in each of these areas will help you determine what to reward through gamification. Clear Communication.
Noble Systems
JANUARY 15, 2019
To make the process less stressful on collectors and ultimately a more pleasant experience for consumers, many institutions are using gamification in their contact centers. Defining the key performance indicators (KPIs) in each of these areas will help you determine what to reward through gamification. Clear Communication.
Fonolo
NOVEMBER 17, 2020
I see the CX industry finding new, faster and more efficient ways to meet their customers’ needs, maybe through the use of new technology, while also balancing a deeply personal, empathetic human connection.”. Sometimes, you just need to speak to a person. Storyline: Gamification. The Great Contact Center Diaspora.
NobelBiz
FEBRUARY 27, 2024
This not only helps in ensuring compliance with protocols but also provides opportunities for coaching and feedback based on actual performance. This feedback can highlight specific areas where agents excel or need improvement. Use this feedback to make informed improvements.
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. Incorporate Customer Feedback into Performance Improvements. The key takeaway is to use customer feedback (surveys, social media, etc.)
Expert insights. Personalized for you.
195 
Let's personalize your content