Callminer

JULY 16, 2018

At-home agents have different struggles, needs, and resources which sometimes requires specific training in regards to customer satisfaction, average handle time, compliance, or even sentiment. Use gamification. Personalize their training. Recognize their efforts.

At home agents 196

At home agents Call Center Gamification Average Handle Time 196

TechSee

SEPTEMBER 29, 2020

” Techniques to optimize time. Average Handle Time (AHT) is a traditional contact center KPI that measures the average duration of a communication between an agent and a customer. Monotony can be alleviated by changing scripts or desk placement, for example. Improve AHT with knowledge bases.

Call Center 196

Call Center Self service Gamification Contact Center 196

Callminer

APRIL 24, 2020

The metrics you should prioritize are those which measure service level, call resolution, average handle time, agent schedule adherence, call abandonment, average hold time, and call abandonment. Another way to empower agents is by giving them the permission to be flexible in terms of shift times and holidays.

Best practices 182

Best practices Call Center Coaching Schedule adherence 182

Fonolo

SEPTEMBER 30, 2022

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. Gamification is one of the best ways to help your agents internalize these important skills and use them effectively in their roles. Working with goals and targets.

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. Storyline: Gamification. Why Gamification Matters. Improving Average Handle Time (AHT).

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

VocalCom

JULY 3, 2017

For example, if customers feel that their conversations with agents are taking too long or that they are being re-routed too often, it may be necessary to explore issues such as average handling time and making sure that agents are matched to the most appropriate channels or departments. Offer peer training and gamification.

Call Center 48

Call Center Average Handle Time Gamification Brand ambassadors 48

UJET

NOVEMBER 3, 2020

Without AI and smart automations, contact center agents are responsible for an array of tedious tasks and ACW (after call work) that drive up your AHT (average handle time) and kill your efficiency. Common problems can then be handled by your Virtual Agent so your human agents can focus on more complex issues.

Customer Service 82

Customer Service Virtual Agent Interactive Voice Response Gamification 82