Fonolo

SEPTEMBER 30, 2022

Are soft skills a weak spot for your call center team? While product knowledge, scripts, and protocols are important parts of training your agents, neglecting call center soft skills can affect your call center’s performance. to guide them as they discover their strengths and weaknesses in this work environment.

Call Center 81

Call Center Scripts Contact Center Average Handle Time 81

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. Call Centers Will Change in 2020. Storyline: Gamification. Why Gamification Matters.

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Contact Center Gamification Call Center Average Handle Time 176

Balto

NOVEMBER 2, 2022

By communicating regularly with your call center employees, you’ll be able to increase employee engagement. In addition, it provides an opportunity to listen to agent feedback, which you can use to help improve processes and scripts. Motivation is also essential to the success of your call center.

Call Center 52

Call Center Management Average Handle Time Gamification 52